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 Customer Success Engineer and product SME, partnering with customers to maximize outcomes from their Freshworks investment. Drive product adoption and value realization through discovery, workflow audits, enablement, and executive-level engagements. Support expansion and retention by analyzing utilization trends and customer health, mitigating at-risk accounts, and consolidating customer insights to influence product roadmaps—while embedding AI into customer workflows.

Location: Bellevue

Workplace: Hybrid

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 understand customer needs and identify improvement opportunities.
•Deliver consultative guidance and industry expertise across ITSM, ESM, ITAM, and ITOM to align platform capabilities with measurable business outcomes.
•Drive customer expansion by analyzing product utilization trends, recommending adoption initiatives, and helping customers embed AI into workflows, self-service, and automation.
•Create scalable enablement assets and programs (playbooks, best-practice guides, maturity models, adoption frameworks, dashboards, ROI methodologies) and standardize value realization practices.
•Protect revenue by proactively engaging to improve adoption and retention, analyzing adoption barriers and customer health, and supporting at-risk account mitigation and risk steering input.

Travel: Medium travel

Pay and Benefits

Salary: USD 150,000 - 185,000 annually

Perks:Health InsuranceDentalVisionLife InsurancePaid LeaveCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

•5+ years 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 understanding of Employee Service Management (ESM), workflow automation, operational transformation, and digital workplace processes.
•Experience with enterprise SaaS platforms for service management/workflow orchestration/employee experience/operational support.
•Working knowledge of ITIL principles and service management best practices (ITIL certification preferred).

Experience:5+ yearsEnterprise SaaS

Skills:CommunicationPresentationStakeholder managementAnalytical skillsCustomer obsession

Certifications:ITIL

Languages:English

Tech Stack:ITILEmployee Service Management (ESM)ITSMESMITAMITOMWorkflow automationOperational transformationDigital workplaceAI-enabled operational experiencesIntegrationsAnalyticsAI

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: Bellevue

Workplace: Hybrid

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 understand customer needs and identify improvement opportunities.
•Deliver consultative guidance and industry expertise across ITSM, ESM, ITAM, and ITOM to align platform capabilities with measurable business outcomes.
•Drive customer expansion by analyzing product utilization trends, recommending adoption initiatives, and helping customers embed AI into workflows, self-service, and automation.
•Create scalable enablement assets and programs (playbooks, best-practice guides, maturity models, adoption frameworks, dashboards, ROI methodologies) and standardize value realization practices.
•Protect revenue by proactively engaging to improve adoption and retention, analyzing adoption barriers and customer health, and supporting at-risk account mitigation and risk steering input.

Travel: Medium travel

Pay and Benefits

Salary: USD 150,000 - 185,000 annually

Perks:Health InsuranceDentalVisionLife InsurancePaid LeaveCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

•5+ years 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 understanding of Employee Service Management (ESM), workflow automation, operational transformation, and digital workplace processes.
•Experience with enterprise SaaS platforms for service management/workflow orchestration/employee experience/operational support.
•Working knowledge of ITIL principles and service management best practices (ITIL certification preferred).

Experience:5+ yearsEnterprise SaaS

Skills:CommunicationPresentationStakeholder managementAnalytical skillsCustomer obsession

Certifications:ITIL

Languages:English

Tech Stack:ITILEmployee Service Management (ESM)ITSMESMITAMITOMWorkflow automationOperational transformationDigital workplaceAI-enabled operational experiencesIntegrationsAnalyticsAI

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