Staff Product Manager

As a Senior Staff Product Manager in the ITSM Product team, you will serve as a highly experienced individual contributor responsible for defining the product strategy for enterprise customer experiences across the Freshworks EX portfolio. In this role, you will tackle complex, cross-functional product challenges that span ITSM, ITAM, ITOM and adjacent products, driving enterprise adoption, trust and long-term customer success.

You will own the customer-facing strategy, roadmap and business outcomes for enterprise capabilities such as security, governance, compliance, enterprise administration and product-led growth. You will partner closely with the Enterprise Readiness, Platform and AI teams, who own the underlying shared platform capabilities, to deliver differentiated enterprise outcomes.

Impact You Will Create

Drive Enterprise Product Vision

Define and champion the long-term product vision for enterprise customers spanning governance, security, compliance, enterprise administration and product-led growth across the EX portfolio.

Deliver Enterprise Business Outcomes

Shape differentiated enterprise outcomes that improve enterprise adoption, customer trust, deployment success and expansion while leveraging shared platform capabilities.

Champion Enterprise Customers

Serve as the voice of enterprise customers by partnering with strategic customers, Customer Success and Sales to identify emerging needs and influence the product roadmap.

Influence Cross-Portfolio Strategy

Drive alignment across ITSM, ITAM, ITOM, Enterprise Readiness, Platform and AI teams to deliver cohesive enterprise experiences and maximize customer value.

Elevate Product Leadership

Mentor Product Managers on enterprise product strategy, systems thinking and customer-centric product development while raising the bar for enterprise product management across the organization.

Roles & Responsibilities

Enterprise Product Strategy

Lead the definition and execution of the product strategy for Enterprise Adoption & Trust across the EX portfolio, ensuring enterprise customer needs are translated into differentiated product experiences.

Roadmap Ownership & Strategy

Own the end-to-end roadmap for customer-facing enterprise capabilities including governance, security, compliance, enterprise administration and product-led growth while influencing adjacent product and platform roadmaps.

Cross-functional Leadership

Partner with Enterprise Readiness, Platform and AI teams to leverage shared platform capabilities while owning customer problems, product strategy, adoption and business outcomes.

Customer & Market Leadership

Work closely with strategic customers, Sales, Customer Success and Product Marketing to identify enterprise opportunities, validate solutions and influence long-term investment decisions.

Strategic Influence

Represent the enterprise portfolio in executive planning, drive alignment across multiple product organizations and influence cross-functional investment priorities without direct authority.

Mentorship

Coach Product Managers on enterprise product strategy, customer discovery and cross-functional leadership.

Function: Other
Experience Level: Mid-Senior Level