Lead Customer Success Engineer

Freshworks
Bellevue
Workplace: HybridFull timeUSD 139,000 - 170,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Presentation","Stakeholder management","Analytical skills","Customer obsession"]

Serve as a strategic advisor and product SME to help customers maximize outcomes from their Freshworks investment. Partner across Customer Success, Product Expertise, operational transformation, and AI innovation to drive adoption, value realization, and measurable business results. Lead workshops and executive engagements, build reusable enablement assets, analyze customer health and utilization trends, and mitigate risk while providing insights that influence product direction and roadmap prioritization.

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FursaFursa
Freshworks
Freshworks
1 day ago

Lead Customer Success Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Serve as a strategic advisor and product SME to help customers maximize outcomes from their Freshworks investment. Partner across Customer Success, Product Expertise, operational transformation, and AI innovation to drive adoption, value realization, and measurable business results. Lead workshops and executive engagements, build reusable enablement assets, analyze customer health and utilization trends, and mitigate risk while providing insights that influence product direction and roadmap prioritization.
Location: Bellevue
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Support customer engagement activities to create awareness, demonstrate value, and generate opportunities.
  • •Provide consultative guidance and industry expertise across ITSM/ESM/ITAM/ITOM to drive adoption and business outcomes.
  • •Analyze product utilization and customer health indicators to recommend initiatives, improve value realization, and mitigate risk for retention.
  • •Build scalable enablement assets and lead reusable workshops, webinars, and programs to standardize customer engagement methods.
  • •Partner with cross-functional teams to consolidate customer insights and influence product strategy and roadmap prioritization.
Travel: Medium travel

Pay and Benefits

Salary: USD 139,000 - 170,000 annually
Perks:Health InsuranceDentalVisionDisability InsuranceLife InsuranceEsppPaid LeaveCommuter BenefitsWellness StipendParental LeaveAdoption Leave

Key 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, workflow automation, operational transformation, digital workplace processes, and AI-enabled operational experiences.
Experience:SaaSService managementCustomer successTechnical consultingWorkflow automation
Skills:CommunicationPresentationStakeholder managementAnalytical skillsCustomer obsession
Certifications:ITIL certification
Languages:English
Tech Stack:ITILITSMESMITAMITOMWorkflow automationDigital workplaceAIAnalyticsSaaSDashboards

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
Glassdoor: 3.5
WebsiteLinkedInGlassdoor