Lead Customer Success Engineer

Core Responsibilities

• Create Demand
• Support customer engagement activities that create awareness, demonstrate value, and generate future opportunities.
• Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to understand customer requirements and identify improvement opportunities.
• Participate in webinars, customer communities, advisory boards, executive roundtables, and thought leadership initiatives.
• Promote AI best practices, customer use cases, and success frameworks that demonstrate measurable business value and generate customer interest.
• Increase Win Probability
• Position Freshworks as a trusted strategic partner by providing consultative guidance and industry expertise.
• Develop and showcase customer success stories, transformation journeys, and measurable business outcomes.
• Provide consultative guidance across ITSM, ESM, ITAM, and ITOM capabilities, aligning platform capabilities with business outcomes such as: Enhanced employee and customer experiences Increased self-service adoption Data-driven decision making Productivity improvements Operational efficiency
• Expand Accounts
• Drive customer adoption and identify opportunities for long-term growth.
• Partner with Customer Success Managers and Account Managers to support expansion strategies through adoption insights and business outcome alignment.
• Analyze product utilization trends and recommend initiatives that improve platform adoption and support revenue growth.
• Provide strategic recommendations that align customer objectives with long-term transformation initiatives.
• Guide customers on embedding AI into workflows, self-service experiences, automation strategies, and employee support operations.
• Improve AI adoption and value realization by helping customers achieve measurable business outcomes.
• Scale the Revenue Engines
• Develop scalable programs, assets, and operational best practices that increase organizational effectiveness.
• Build scalable enablement assets, including: Playbooks, Best practice guides, Maturity models, Adoption frameworks, FAQs, Dashboards, ROI methodologies.
• Lead workshops, webinars, and enablement programs that can be reused across customer segments and internal teams.
• Standardize customer engagement methodologies and value realization practices.
• Consolidate customer insights, adoption trends, feature requests, and operational challenges to influence product strategy and roadmap prioritization.
• Participate in product reviews, beta programs, steering committees, and strategic customer initiatives.
• Identify and implement AI-driven efficiencies that improve productivity, accelerate execution, and enhance team scalability.
• Protect Revenue
• Drive proactive customer engagement to improve adoption, reduce risk, and support retention.
• Partner with Customer Success Managers and Account Managers on retention strategies through proactive engagement and adoption planning.
• Identify adoption barriers, utilization gaps, operational inefficiencies, and customer risks using data-driven analysis.
• Monitor customer health indicators, operational performance metrics, and adoption trends to proactively address risks.
• Support at-risk account mitigation through Technical consultation, Workflow optimization, Solution recommendations and Executive alignment
• Collaborate with the Risk Steering Committee by providing customer insights and contributing to mitigation strategies.
• People
• Contribute to organizational excellence while fostering collaboration and continuous learning.
• Support organizational initiatives that drive business impact and operational excellence.
• Enable customer-facing teams through coaching, knowledge sharing, and technical enablement.
• Foster a culture of continuous learning, innovation, accountability, and customer obsession.
• Collaborate effectively across Go-to-Market (GTM) teams to drive strategic programs and organizational priorities.
• Continuously build AI expertise while contributing to team-wide AI initiatives.

Qualifications

• Experience 3+ years of experience in Customer Success, Solutions Engineering, Technical Consulting, Service Management, or related customer-facing roles.
• Experience conducting workshops, process consultations, enablement sessions, and executive-level customer engagements.
• Proven experience collaborating cross-functionally with Product, Engineering, Support, Sales, and Customer Success organizations.
• Working knowledge of ITIL principles and service management best practices (ITIL certification preferred).
• Strong understanding of Employee Service Management (ESM), workflow automation, operational transformation, and digital workplace processes.
• Experience working with enterprise SaaS platforms related to service management, workflow orchestration, employee experience, or operational support systems.
• Deep understanding of workflow optimization, automation, integrations, analytics, and AI-enabled operational experiences.
• Strong analytical skills with the ability to interpret customer health indicators, adoption metrics, and operational performance trends.
• Excellent communication, presentation, and stakeholder management skills with the ability to engage both technical and executive audiences.
• Demonstrated ability to influence product direction through structured customer feedback and strategic insights.

Additional Information

• Willingness to travel up to 30%, based on business needs.
• Compensation Package $139,000 - $170,000 Base Salary. This role is also eligible for variable compensation.
• Freshworks offers multiple options for dental, medical, vision, disability and life insurances.
• ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered.
• Freshworks also offers adoption and parental leave benefits.

About the Role

• At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences.
• 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.
• Over 4,500 Freshworks employees make this possible, all around the world.
• Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive.
• 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.