Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.
About
the Role We are looking for a Senior Manager, Digital Marketing to own and drive demand generation for Freshservice, our IT service management product. This is a high-impact leadership role responsible for delivering Marketing Qualified Contacts (MQCs), pipeline, and revenue through a full-funnel digital marketing strategy across paid and owned channels. You will lead a team of marketers and work closely with Sales, Marketing, Web, Analytics, Ops, and PMM to build and execute campaigns that drive measurable business outcomes. You will set the strategy, make key investment decisions to maximize ROI, and ensure
the team has the direction and clarity needed to deliver on ambitious growth goals. The ideal candidate combines strategic thinking with hands-on expertise in ad platforms, a strong command of analytics and measurement, and a deep understanding of how AI is reshaping digital marketing execution. You are as comfortable presenting an exec-ready readout as you are digging into campaign performance data. Key
Responsibilities: Strategy & Growth Own the digital marketing strategy for Freshservice, driving MQCs, pipeline, and revenue targets Define channel mix and investment strategy across paid search, social, display, video, and programmatic Make key budget allocation decisions to maximize ROI across the full funnel Identify growth opportunities and translate them into actionable, prioritized campaign plans Ad Platform Expertise & AI-Driven Execution Lead strategy and execution across Google Ads, LinkedIn, Meta, Reddit, YouTube, and DV360 Stay ahead of platform changes and AI-native features (smart bidding, Performance Max, AI creative tools) and apply them to drive efficiency Leverage automation and AI tooling to run a leaner, faster, and higher-performing demand gen engine Drive continuous experimentation on creative, audience, and bidding strategies to improve performance Analytics, Measurement & Budget Management Own reporting, dashboards, and performance readouts for the digital marketing function Manage the Annual Operating Plan (AOP), budget tracking, and forecasting for
the team Build a rigorous measurement framework that connects digital activity to MQCs, pipeline, and revenue Partner with Analytics to ensure clean attribution, accurate tracking, and actionable insights Stakeholder Management Build and maintain strong working relationships with Sales, Marketing, Web, Ops, Analytics, and PMM Deliver exec-ready reviews and readouts that clearly communicate performance, strategy, and trade-offs Align cross-functional teams around shared goals, timelines, and campaign plans Represent the digital marketing function in leadership and planning forums People Leadership Lead, mentor, and develop a team of digital marketers, investing in their growth and career progression Provide clear direction on key initiatives and projects so
the team can execute with confidence Foster a culture of performance, accountability, and continuous learning within
the team Remove blockers, set priorities, and ensure
the team is focused on the highest-impact work
What We're Looking For 10+ years in digital marketing, with at least 4 years in a leadership or senior manager role Proven track record of driving pipeline and revenue through paid digital channels in a B2B SaaS environment Deep hands-on experience with Google Ads, LinkedIn, Meta, Reddit, YouTube, and DV360 Strong understanding of how AI and automation are evolving across ad platforms and the ability to operationalize these capabilities Excellent analytical skills with experience owning budgets, forecasting, and AOP planning Strong people manager with a genuine investment in team development and performance Ability to produce exec-ready reporting and communicate clearly with senior stakeholders Experience working cross-functionally across Sales, Marketing, Ops, Analytics, and PMM
Nice to Have Experience marketing an ITSM, ITOM, or enterprise SaaS product Familiarity with intent-based targeting Hands-on experience with AI tools for creative generation, audience modeling, or predictive bidding At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
