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

Partner with enterprise customers to maximize outcomes from their Freshworks investment as a Customer Success Engineer, combining product expertise with consultative guidance. Drive product adoption and value realization across ITSM/ESM/ITAM/ITOM capabilities, improve self-service and automation, and mitigate customer risk. Build reusable enablement assets and lead workshops/webinars, consolidating customer insights to influence product strategy, roadmap priorities, and AI-driven operational efficiencies.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to identify improvement opportunities.
•Provide consultative guidance on industry trends, AI innovation, and service management evolution to position Freshworks as a trusted strategic partner.
•Drive account expansion by analyzing utilization trends and guiding customers to embed AI into workflows, self-service, automation, and employee support operations.
•Build scalable enablement assets and lead reusable workshops/webinars to standardize customer engagement and value realization practices.
•Support retention and at-risk mitigation by monitoring customer health indicators and collaborating with risk steering efforts using data-driven analysis.

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 preferred).
•Strong understanding of Employee Service Management (ESM), workflow automation, operational transformation, and digital workplace processes.
•Deep understanding of workflow optimization, automation, integrations, analytics, and AI-enabled operational experiences.

Experience:Enterprise SaaSService managementCustomer successTechnical consulting

Skills:CommunicationPresentationStakeholder managementAnalytical thinkingCross-functional collaborationStrategic customer advisory

Certifications:ITIL

Languages:English

Tech Stack:ITILITSMESMITAMITOMWorkflow automationOperational transformationDigital workplaceIntegrationsAnalyticsAI

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

Loading job details...

Preparing the role view and application actions.

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: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to identify improvement opportunities.
•Provide consultative guidance on industry trends, AI innovation, and service management evolution to position Freshworks as a trusted strategic partner.
•Drive account expansion by analyzing utilization trends and guiding customers to embed AI into workflows, self-service, automation, and employee support operations.
•Build scalable enablement assets and lead reusable workshops/webinars to standardize customer engagement and value realization practices.
•Support retention and at-risk mitigation by monitoring customer health indicators and collaborating with risk steering efforts using data-driven analysis.

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 preferred).
•Strong understanding of Employee Service Management (ESM), workflow automation, operational transformation, and digital workplace processes.
•Deep understanding of workflow optimization, automation, integrations, analytics, and AI-enabled operational experiences.

Experience:Enterprise SaaSService managementCustomer successTechnical consulting

Skills:CommunicationPresentationStakeholder managementAnalytical thinkingCross-functional collaborationStrategic customer advisory

Certifications:ITIL

Languages:English

Tech Stack:ITILITSMESMITAMITOMWorkflow automationOperational transformationDigital workplaceIntegrationsAnalyticsAI

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