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 advisor and product SME to help customers maximize outcomes from their Freshworks investment. Partner across Customer Success and product teams to drive product adoption, accelerate value realization, improve win probability, expand accounts, and reduce churn risk through data-informed engagement. Lead enablement and scalable best practices, contribute customer insights to product strategy, and build AI expertise to guide customers in embedding AI into workflows and self-service experiences.

Location: Denver

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Support customer engagement to create awareness, demonstrate value, and generate future opportunities via workflow audits, discovery sessions, and executive engagements.
•Provide consultative guidance across ITSM/ESM/ITAM/ITOM capabilities to position the platform for business outcomes and adoption.
•Partner with Customer Success and Account teams to drive expansion using product utilization trend analysis and strategic recommendations aligned to transformation initiatives.
•Build scalable enablement assets and run reusable workshops/webinars, then consolidate customer insights (adoption, feature requests, challenges) to influence product strategy.
•Lead proactive retention efforts by monitoring customer health indicators, identifying adoption barriers/risks, and supporting at-risk mitigation through technical consultation and executive alignment.

Travel: Medium travel

Pay and Benefits

Salary: USD 140,000 - 175,000 annually

Perks:Health InsuranceDentalVisionPaid LeaveEsppCommuter BenefitsWellness StipendAdoption LeaveParental Leave

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.
•Strong analytical and communication skills to interpret customer health/adoption metrics and engage both technical and executive audiences.

Skills:Analytical skillsCommunicationPresentation skillsStakeholder managementCross-functional collaboration

Languages:English

Tech Stack:ITILITSMESMITAMITOMWorkflow automationOperational transformationDigital workplaceAIAnalytics

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: Denver

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Support customer engagement to create awareness, demonstrate value, and generate future opportunities via workflow audits, discovery sessions, and executive engagements.
•Provide consultative guidance across ITSM/ESM/ITAM/ITOM capabilities to position the platform for business outcomes and adoption.
•Partner with Customer Success and Account teams to drive expansion using product utilization trend analysis and strategic recommendations aligned to transformation initiatives.
•Build scalable enablement assets and run reusable workshops/webinars, then consolidate customer insights (adoption, feature requests, challenges) to influence product strategy.
•Lead proactive retention efforts by monitoring customer health indicators, identifying adoption barriers/risks, and supporting at-risk mitigation through technical consultation and executive alignment.

Travel: Medium travel

Pay and Benefits

Salary: USD 140,000 - 175,000 annually

Perks:Health InsuranceDentalVisionPaid LeaveEsppCommuter BenefitsWellness StipendAdoption LeaveParental Leave

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.
•Strong analytical and communication skills to interpret customer health/adoption metrics and engage both technical and executive audiences.

Skills:Analytical skillsCommunicationPresentation skillsStakeholder managementCross-functional collaboration

Languages:English

Tech Stack:ITILITSMESMITAMITOMWorkflow automationOperational transformationDigital workplaceAIAnalytics

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