Principal Customer Success Engineer

Freshworks
Bellevue
Workplace: HybridFull timeUSD 150,000 - 185,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Strategic advisory","Product subject matter expertise","Workshop facilitation","Cross-functional collaboration","Data-driven analysis","Communication and presentation","Stakeholder management","Customer feedback influence","Customer obsession","Continuous learning"]

Serve as a strategic advisor and product SME to help customers maximize outcomes from their Freshworks investment. Drive product adoption, value realization, retention, and revenue growth by running workflow audits, discovery sessions, and executive engagements. Partner with Customer Success and other GTM teams to build scalable enablement assets, analyze adoption and customer health metrics, mitigate risks, and influence product strategy through structured customer insights—while continuously expanding AI expertise.

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Freshworks
Freshworks
1 day ago

Principal 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 outcomes from their Freshworks investment. Drive product adoption, value realization, retention, and revenue growth by running workflow audits, discovery sessions, and executive engagements. Partner with Customer Success and other GTM teams to build scalable enablement assets, analyze adoption and customer health metrics, mitigate risks, and influence product strategy through structured customer insights—while continuously expanding AI expertise.
Location: Bellevue
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Partner with customers to drive product adoption, accelerate value realization, and support revenue growth while mitigating customer risk.
  • •Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to identify requirements and improvement opportunities.
  • •Provide consultative guidance across ITSM/ESM/ITAM/ITOM capabilities, aligning platform capabilities with measurable business outcomes.
  • •Develop scalable enablement assets and lead workshops/webinars to standardize engagement methodologies and drive value realization practices.
  • •Monitor customer health and adoption indicators to proactively address risks and support at-risk account mitigation with technical consultation and executive alignment.
Travel: High travel

Pay and Benefits

Salary: USD 150,000 - 185,000 annually
Perks:Health InsuranceDentalVisionDisability InsuranceLife InsuranceEsppPaid LeaveFlexible SpendingCommuter 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.
  • •Strong working knowledge of ITIL principles and service management best practices (ITIL certification preferred).
  • •Demonstrated experience collaborating cross-functionally with Product, Engineering, Support, Sales, and Customer Success.
  • •Deep understanding of workflow optimization, automation, integrations, analytics, and AI-enabled operational experiences.
Experience:5+ years
Skills:Strategic advisoryProduct subject matter expertiseWorkshop facilitationCross-functional collaborationData-driven analysisCommunication and presentationStakeholder managementCustomer feedback influenceCustomer obsessionContinuous learning
Certifications:ITIL
Languages:English
Tech Stack:ITILITSMESMITAMITOMEmployee service management (ESM)Workflow automationOperational transformationDigital workplaceWorkflow optimizationAutomationIntegrationsAnalyticsAI-enabled operational experiencesSaaS

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
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