Staff Product Manager, CRM

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Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies — from startups to public companies — around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

What will the role entail?

Take Ownership: Own and build modules for sustained differentiation and growth. Develop deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for an end to end modules.

Be a Customer Champion: Develop a sense of empathy with our customer base to build an understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value.

Practice Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.

Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.

Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.


10+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.

7+ years of core product management experience in building features for internet software products.
Being empathetic and having a strong listening ability to understand the other person – may it be a customer or a stakeholder.
Ability to arrive at Intuitive & simplistic solutions. You need to have a strong sense of UI and usability.
Ability to communicate complex concepts/customer problems in a simple way to internal & external stakeholders.
A track record of making day-to-day data-driven decisions in a fast-evolving environment while keeping an eye on the overall vision.
Having worked in a mode of structured experimentation – measuring and iterating on problems from time to time to achieve product goals.
Ability to drive customer adoption and engagement; leverage analytical tools and customer feedback for insight driven initiatives
Self-starter with a passion for independent, creative problem-solving, strong ownership, high commitment and a strong business judgment.

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