Lead Customer Success Engineer

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

The Customer Success Engineer (CSE) serves as a strategic advisor and product subject matter expert (SME), helping customers maximize business outcomes from their Freshworks investment. Operating at the intersection of Customer Success, Product Expertise, Operational Transformation, and AI Innovation, CSEs partner with customers to drive product adoption, accelerate value realization, support revenue growth, mitigate customer risk, and influence product evolution through strategic customer insights.

The CSE role directly contributes to the six strategic pillars of the Global Solutions organization:
Create Demand, Increase Win Probability, Expand Accounts, Scale the Revenue Engines, Protect Revenue & People.

Support customer engagement activities that create awareness, demonstrate value, and generate future opportunities.

• Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops to understand customer requirements and identify improvement opportunities.

• Participate in webinars, customer communities, advisory boards, executive round tables, and thought leadership initiatives.

• Promote AI best practices, customer use cases, and success frameworks that demonstrate measurable business value and generate customer interest.

Position Freshworks as a trusted strategic partner by providing consultative guidance and industry expertise.

• Act as a strategic advisor on industry trends, AI innovation, service management evolution, and digital workplace transformation.

• Develop and showcase customer success stories, transformation journeys, and measurable business outcomes.

• Provide consultative guidance across ITSM, ESM, ITAM, and ITOM capabilities, aligning platform capabilities with business outcomes such as:

  • Enhanced employee and customer experiences

  • Increased self-service adoption

  • Data-driven decision making

  • Productivity improvements

  • Operational efficiency

Drive customer adoption and identify opportunities for long-term growth.

• Partner with Customer Success Managers and Account Managers to support expansion strategies through adoption insights and business outcome alignment.

• Analyze product utilization trends and recommend initiatives that improve platform adoption and support revenue growth.

• Provide strategic recommendations that align customer objectives with long-term transformation initiatives.

• Guide customers on embedding AI into workflows, self-service experiences, automation strategies, and employee support operations.

• Improve AI adoption and value realization by helping customers achieve measurable business outcomes.

Develop scalable programs, assets, and operational best practices that increase organizational effectiveness.

• Build scalable enablement assets, including:
  Playbooks, Best practice guides, Maturity models, Adoption frameworks, FAQs, Dashboards, ROI…