Lead Customer Success Engineer

Freshworks
San Mateo
Workplace: HybridFull timeUSD 139,000 - 170,000Function: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Presentation","Stakeholder management","Coaching","Analytical skills","Customer feedback"]

Serve as a strategic advisor and product SME to help customers maximize business outcomes from their Freshworks investment. Partner with Customer Success and GTM teams to drive product adoption, accelerate value realization, support revenue growth, mitigate customer risk, and inform product evolution through structured customer insights. Lead workshops, enablement programs, and scalable customer engagement assets across ITSM/ESM/ITAM/ITOM capabilities, with a focus on AI-enabled workflow automation and measurable results.

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Freshworks
Freshworks
1 day ago

Lead Customer Success Engineer

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Last checked: 5 hours agoStatus: Live

Job Summary

Serve as a strategic advisor and product SME to help customers maximize business outcomes from their Freshworks investment. Partner with Customer Success and GTM teams to drive product adoption, accelerate value realization, support revenue growth, mitigate customer risk, and inform product evolution through structured customer insights. Lead workshops, enablement programs, and scalable customer engagement assets across ITSM/ESM/ITAM/ITOM capabilities, with a focus on AI-enabled workflow automation and measurable results.
Location: San Mateo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Drive customer engagement activities that create awareness, demonstrate value, and generate future opportunities, including discovery sessions and executive-level engagements.
  • •Provide consultative guidance on industry trends, AI innovation, and service management/digital workplace transformation across ITSM, ESM, ITAM, and ITOM.
  • •Partner with Customer Success and Account Managers to support adoption planning, account expansion, retention strategies, and at-risk mitigation.
  • •Build scalable enablement assets (playbooks, best-practice guides, maturity models, adoption frameworks, ROI methodologies) and run reusable workshops/webinars.
  • •Monitor customer health and adoption indicators, identify barriers and risks through data-driven analysis, and contribute customer insights to product strategy and roadmap prioritization.
Travel: Medium travel

Pay and Benefits

Salary: USD 139,000 - 170,000
Equity and Bonus:Equity
Perks:MedicalDentalVisionDisability InsuranceLife InsurancePaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental 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.
  • •Strong technical and domain knowledge of ITIL principles and service management best practices (ITIL certification preferred).
  • •Experience with enterprise SaaS platforms for service management, workflow orchestration, employee experience, or operational support systems.
  • •Ability to analyze customer health indicators, adoption metrics, and operational performance trends; strong communication and stakeholder management skills.
Experience:3+ yearsSaaSCustomer successService managementITSMESMITAMITOMAI
Skills:CommunicationPresentationStakeholder managementCoachingAnalytical skillsCustomer feedback
Languages:English
Tech Stack:ITILITSMESMITAMITOMWorkflow automationWorkflow orchestrationAutomationIntegrationsAnalyticsAIDashboards

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