Lead Customer Success Engineer

Freshworks•San Mateo, CA

15h•$139,000 - $170,000•Hybrid

About The Position

The Customer Success Engineer (CSE) serves as a strategic advisor and product subject matter expert (SME), helping customers maximize business outcomes from their Freshworks investment. Operating at the intersection of Customer Success, Product Expertise, Operational Transformation, and AI Innovation, CSEs partner with customers to drive product adoption, accelerate value realization, support revenue growth, mitigate customer risk, and influence product evolution through strategic customer insights. The CSE role directly contributes to the six strategic pillars of the Global Solutions organization: Create Demand, Increase Win Probability, Expand Accounts, Scale the Revenue Engines, Protect Revenue & People.

Requirements

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.

Nice To Haves

ITIL certification preferred

Responsibilities

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.
Act as a strategic advisor on industry trends, AI innovation, service management evolution, and digital workplace transformation.
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.
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.
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.
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.
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.