Principal Customer Success Engineer

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.

Responsibilities

Conduct workflow audits, discovery sessions, operational assessments, and stakeholder workshops; Participate in webinars, customer communities, advisory boards, executive roundtables, and thought leadership initiatives; Promote AI best practices, customer use cases, and success frameworks; 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; Partner with Customer Success Managers and Account Managers to support expansion strategies; Analyze product utilization trends and recommend initiatives that improve platform adoption and support revenue growth; Guide customers on embedding AI into workflows, self-service experiences, automation strategies, and employee support operations; Build scalable enablement assets, including playbooks, best practice guides, maturity models, adoption frameworks, FAQs, dashboards, ROI methodologies; Lead workshops, webinars, and enablement programs; Consolidate customer insights, adoption trends, feature requests, and operational challenges to influence product strategy and roadmap prioritization; Identify and implement AI-driven efficiencies; Partner with Customer Success Managers and Account Managers on retention strategies; Identify adoption barriers, utilization gaps, operational inefficiencies, and customer risks using data-driven analysis; Monitor customer health indicators, operational performance metrics, and adoption trends; Support at-risk account mitigation through technical consultation, workflow optimization, solution recommendations and executive alignment; Enable customer-facing teams through coaching, knowledge sharing, and technical enablement; Foster a culture of continuous learning, innovation, accountability, and customer obsession

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; Proven experience collaborating cross-functionally with Product, Engineering, Support, Sales, and Customer Success organizations; Working knowledge of ITIL principles and service management best practices; Strong understanding of Employee Service Management (ESM), workflow automation, operational transformation, and digital workplace processes; Experience working with enterprise SaaS platforms related to service management, workflow orchestration, employee experience, or operational support systems; Deep understanding of workflow optimization, automation, integrations, analytics, and AI-enabled operational experiences; Strong analytical skills with the ability to interpret customer health indicators, adoption metrics, and operational performance trends; Excellent communication, presentation, and stakeholder management skills with the ability to engage both technical and executive audiences; Demonstrated ability to influence product direction through structured customer feedback and strategic insights; Willingness to travel up to 30%, based on business needs

Nice to have

ITIL certification

Benefits

Eligible for variable compensation; Dental, medical, vision, disability and life insurances; ESPP; Flexible PTO; Flexible spending; Commuter benefits; Wellness benefits; Adoption and parental leave benefits