Lead Customer Success Engineer at Freshworks
Overview
You will own the strategic success of enterprise customers, driving adoption and value realization from their Freshworks investment across ITSM, ESM, and AI capabilities. You will operate at the intersection of customer success, product expertise, and operational transformation, partnering with account teams to protect revenue and scale the revenue engine. You will build scalable enablement assets, influence product roadmap through customer insights, and guide customers embedding AI into workflows. This role's impact is measurable: you improve product adoption, reduce customer risk, and directly support the six strategic pillars of the Global Solutions organization.
What You'll Do10
- 1Conduct workflow audits, discovery sessions, and operational assessments to identify improvement opportunities and generate demand.
- 2Develop and showcase customer success stories, transformation journeys, and business outcomes that position Freshworks as a trusted strategic partner.
- 3Analyze product utilization trends and recommend initiatives that boost platform adoption and support revenue growth.
- 4Build scalable enablement assets including playbooks, maturity models, and ROI methodologies to standardize customer engagement.
- 5Lead workshops and webinars on AI best practices, self-service experiences, and automation strategies for reuse across customer segments.
- 6Monitor customer health indicators and adoption metrics to proactively address risks and support at-risk account mitigation.
- 7Consolidate customer insights and feature requests to influence product strategy and roadmap prioritization.
- 8Collaborate with Customer Success Managers and Account Managers on expansion strategies, aligning platform capabilities with business outcomes.
- 9Guide customers on embedding AI into workflows and employee support operations to achieve measurable business outcomes.
- 10Support product reviews, beta programs, and steering committees to drive product evolution.
Requirements9
- 13+ years of experience in Customer Success, Solutions Engineering, Technical Consulting, or Service Management roles.
- 2Proven experience conducting workshops, process consultations, and executive-level customer engagements.
- 3Working knowledge of ITIL principles and service management best practices; ITIL certification preferred.
- 4Strong understanding of Employee Service Management (ESM), workflow automation, and digital workplace processes.
- 5Experience with enterprise SaaS platforms for service management, workflow orchestration, or operational support systems.
- 6Deep understanding of workflow optimization, automation, integrations, and analytics, with AI-enabled operational experience.
- 7Excellent communication and presentation skills for engaging technical and executive audiences.
- 8Demonstrated ability to influence product direction through structured customer feedback and strategic insights.
- 9Willingness to travel up to 30% based on business needs.
Salary Insight
$139 - $170k per year
Location
Required Skills
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