Freshworks

4 days ago

Principal Customer Success Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Serve as a strategic advisor and product SME, partnering with enterprise customers to maximize business outcomes from their Freshworks investment. Lead workflow audits, executive engagements, and adoption planning to create demand, increase win probability, expand accounts, and protect retention. Build reusable enablement assets, consolidate customer insights to influence product roadmaps, and help customers embed AI, automation, analytics, and self-service experiences across ITSM/ESM/ITAM/ITOM capabilities.

Location: San Mateo

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Partner with customers to drive product adoption, accelerate value realization, and support revenue growth through strategic engagements.
•Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to identify requirements and improvement opportunities.
•Provide consultative guidance across ITSM/ESM/ITAM/ITOM capabilities and align platform outcomes to business goals like self-service adoption and operational efficiency.
•Build and lead scalable enablement assets and programs (playbooks, best-practice guides, maturity models, dashboards, ROI methodologies) to standardize value realization.
•Proactively protect retention by monitoring customer health indicators, identifying adoption barriers and risks, and supporting at-risk mitigation through technical consultation and executive alignment.

Travel: High travel

Pay and Benefits

Salary: USD 150,000 - 185,000 annually

Perks:Health InsuranceDentalVisionDisability InsuranceLife InsuranceEsppPaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

•5+ 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.
•Working knowledge of ITIL principles and service management best practices; ITIL certification is preferred.
•Strong understanding of employee service management (ESM), workflow automation, operational transformation, and digital workplace processes.
•Strong analytical skills and the ability to interpret customer health indicators, adoption metrics, and operational performance trends.

Experience:5+ yearsSaaSEnterprise SaaSService managementCustomer success

Skills:CommunicationPresentationStakeholder managementAnalytical skillsCustomer obsession

Certifications:ITIL

Languages:English

Tech Stack:AIITILITSMESMITAMITOMWorkflow automationAnalyticsSelf-service

Company Brief

Freshworks

Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Freshworks

4 days ago

Principal Customer Success Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: San Mateo

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Partner with customers to drive product adoption, accelerate value realization, and support revenue growth through strategic engagements.
•Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to identify requirements and improvement opportunities.
•Provide consultative guidance across ITSM/ESM/ITAM/ITOM capabilities and align platform outcomes to business goals like self-service adoption and operational efficiency.
•Build and lead scalable enablement assets and programs (playbooks, best-practice guides, maturity models, dashboards, ROI methodologies) to standardize value realization.
•Proactively protect retention by monitoring customer health indicators, identifying adoption barriers and risks, and supporting at-risk mitigation through technical consultation and executive alignment.

Travel: High travel

Pay and Benefits

Salary: USD 150,000 - 185,000 annually

Perks:Health InsuranceDentalVisionDisability InsuranceLife InsuranceEsppPaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

•5+ 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.
•Working knowledge of ITIL principles and service management best practices; ITIL certification is preferred.
•Strong understanding of employee service management (ESM), workflow automation, operational transformation, and digital workplace processes.
•Strong analytical skills and the ability to interpret customer health indicators, adoption metrics, and operational performance trends.

Experience:5+ yearsSaaSEnterprise SaaSService managementCustomer success

Skills:CommunicationPresentationStakeholder managementAnalytical skillsCustomer obsession

Certifications:ITIL

Languages:English

Tech Stack:AIITILITSMESMITAMITOMWorkflow automationAnalyticsSelf-service

Company Brief

Freshworks

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor