Vice President-Product Management (Growth)

Company Description

About Freshworks

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

The Head of Product Growth will report directly to our Chief Product Officer and play a critical role in recognizing and driving opportunities for growth. Working hand in hand with engineering, product, marketing and sales leads, you will be responsible for a number of critical company metrics, which include organic acquisition, signup, onboarding, activation, engagement, frequency of use, retention and referral. As a product leader at Freshworks, you thrive equally when leading teams, or directly leading work yourself.

The mission of Product Managers at Freshworks is to unlock potential for our customers, teams and the business. We believe that it should be easy to create, share, and sell products and services.

What you'll do...

• You will directly own and drive company-wide product-led user growth strategy & goals, build high-impact strategies, roadmaps, and growth teams to drive continuous improvement at every step of the user journey
• Develop and execute a comprehensive product-led growth strategy, focusing on user activation, usage, retention, and monetization.
• Build and maintain strong relationships with internal stakeholders to ensure alignment on goals, objectives, and resource allocation
• Leverage data-driven insights and customer feedback to optimize user onboarding, engagement, and conversion.
• Influence effectively across the organization by partnering with senior leadership across Sales, Marketing, Product and numerous other groups and functions to set and achieve big goals
• Develop and implement strategies to help users increase usage, retention, and upsells month over month. If a customer increases their usage, they will retain. If they decrease usage, they have a greater probability to churn.
• Develop a deep understanding of our products and technical stack through user research, data analysis, and other sources of feedback
• Drive a culture of experimentation, utilizing A/B testing, rapid prototyping, and iterative development to continuously improve product performance and user experience.
• Collaborate with cross-functional teams to identify, prioritize, and implement high-impact product initiatives that drive user engagement and revenue growth.
• Stay current on industry trends, competitive landscape, and best practices in product-led growth and SaaS, adapting strategies as needed.
• Maximize user onboarding and adoption so right after signup, users are set up for max success. Creating time to value for our users as quickly as possible is the highest priority.
• Monitor and analyze key performance indicators (KPIs) to measure the success of product-led growth initiatives and make data-informed decisions.
• Partner with Marketing, Sales, and Product teams to develop targeted messaging and positioning for product-led growth initiatives.

About You

• Passion for creating exceptional user experiences and delivering value to customers.
• Proven track record of driving user acquisition, onboarding, engagement, and revenue growth through product-led initiatives.
• Operational Excellence - You build repeatable systems, processes & playbooks that set a high bar for quality and propel delivery, impact & accountability at scale
• 8+ years of experience in product management, growth marketing, or a similar role, with deep experience in SaaS and product-led growth SaaS strategies.
• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• You have multiple years leading large-scale Product Growth teams & orgs on a global scale.
• Strong analytical skills, with experience using data to inform product decisions and drive growth.
• Motivated Operator - You are driven by challenges and smart solutions and keep things moving forward, at any stage. You are motivated by the granular details as much as the big picture, and you are most engaged when you are rallying teams to build solutions for big opportunities
• Excellent cross-functional collaboration and communication skills, with experience working in a fast-paced, high-growth environment.
• You will have repeatedly built new growth & monetization drivers creatively & from first principles throughout your career
• You understand SaaS metrics and product-led growth principles intimately and get excited about diving into the data to unearth new growth opportunities
• User Experience - You deeply understand that a phenomenal product experience drives growth & revenue through engagement, expansion & retention.
• Familiarity with A/B testing, user testing, and other experimentation methods.
• You’ve led the creation and delivery of high-impact product strategies, and have brought successful products to market
• You have well-founded opinions around the quality of the product & form deep relationships with core Product teams to bring them to life
• Analytical & data-driven - You have excellent data analysis skills. You love to dive into the numbers to interrogate a growth engine's performance and identify high-leverage opportunities
• Domain expertise in SaaS, B2B software strongly preferred
• You build great products and can think deeply through solving hard technical problems by building simple, delightful new product experiences

Qualifications

• Great with data (both qualitative and quantitative) and loves turning insights into actions
• Extensive experience as a group product manager, with growth and B2B experience a huge plus
• 12+ years Product Management.
• An exceptional collaborator who can ruthlessly prioritize and build high-performing teams to execute on complex projects
• Ability to own complex problem spaces and form hypothesis, strategies and roadmaps , effectively
• Demonstrable experience in establishing metrics that you will use to confirm a successful product delivery and solve business problems
• Really strong UX skill set and understands more than just the fundamentals of usability and amazing user experiences
• A strong communicator - can speak the language of product, design, operations & growth and can coordinate cross-functionally with each to achieve big wins. Can effectively communicate with partners in business and technical calls
• An excellent communicator at all levels, internally and externally, with the ability to explain complex technical topics in a simple way, for everyone to understand
• Great business judgment, ability to influence others with strong analytical thinking
• Growth obsessed - you have an impressive track record of establishing and optimizing the growth metrics and activities at fast paced startups.
• A self-starter who thrives in environments where they can take the initiative and own hard problems through to impactful outcomes
• Someone who enjoys leading, and motivating, a team of amazing people to ship innovative solutions - and can point to an impressive record of doing so
• You will be collaborative, curious, enjoy solving complex problems, and have empathy for the growing pains of a rapidly scaling startup

Additional Information

All your information will be kept confidential according to EEO guidelines.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.