Freshworks

1 week ago

Lead - Customer Success Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Serve as a Customer Success Engineer and product subject matter expert who helps customers drive adoption and realize measurable outcomes from their Freshworks investment. Partner across Customer Success, Product, and go-to-market teams to create demand, increase win probability, expand accounts, protect revenue, and scale reusable enablement assets. Support workflow optimization, operational transformation, and AI-enabled experiences while influencing product direction through customer insights.

Location: Chennai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Act as a strategic advisor and product SME to drive customer adoption and measurable value from Freshworks investments.
•Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to identify improvement opportunities.
•Provide consultative guidance on service management capabilities (ITSM, ESM, ITAM, ITOM) and align platform capabilities to business outcomes.
•Build scalable enablement assets (playbooks, best-practice guides, adoption frameworks, FAQs, dashboards, ROI methodologies) and standardize engagement methodologies.
•Monitor customer health and adoption trends to reduce risk, support retention, and inform product strategy via customer insights.

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.
•Proven ability to collaborate cross-functionally with Product, Engineering, Support, Sales, and Customer Success teams.
•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:5+ yearsSaaSService managementCustomer successTechnical consulting

Skills:CommunicationStakeholder managementPresentationAnalytical thinkingCollaboration

Certifications:ITIL

Languages:English

Tech Stack:ITILITSMESMITAMITOMWorkflow automationOperational transformationDigital workplaceWorkflow orchestrationIntegrationsAnalyticsAI

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

1 week ago

Lead - Customer Success Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Chennai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Act as a strategic advisor and product SME to drive customer adoption and measurable value from Freshworks investments.
•Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to identify improvement opportunities.
•Provide consultative guidance on service management capabilities (ITSM, ESM, ITAM, ITOM) and align platform capabilities to business outcomes.
•Build scalable enablement assets (playbooks, best-practice guides, adoption frameworks, FAQs, dashboards, ROI methodologies) and standardize engagement methodologies.
•Monitor customer health and adoption trends to reduce risk, support retention, and inform product strategy via customer insights.

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.
•Proven ability to collaborate cross-functionally with Product, Engineering, Support, Sales, and Customer Success teams.
•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:5+ yearsSaaSService managementCustomer successTechnical consulting

Skills:CommunicationStakeholder managementPresentationAnalytical thinkingCollaboration

Certifications:ITIL

Languages:English

Tech Stack:ITILITSMESMITAMITOMWorkflow automationOperational transformationDigital workplaceWorkflow orchestrationIntegrationsAnalyticsAI

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