Lead Customer Success Engineer

📋 Description

• Conduct workflow audits, discovery sessions, and workshops.
• Promote AI best practices and customer success frameworks.
• Position Freshworks as a trusted partner in ITSM/ESM/ITAM/ITOM.
• Provide consultative guidance across ITSM, ESM, ITAM, ITOM.
• Expand accounts via adoption insights and growth opportunities.
• Drive proactive customer engagement to protect revenue.

🎯 Requirements

• 3+ years in Customer Success, Solutions Engineering, or related roles.
• Experience running workshops, enablement sessions, and exec engagements.
• Cross-functional collaboration with Product, Engineering, Support, and Sales.
• ITIL principles and service management knowledge; ITIL cert preferred.
• Experience with enterprise SaaS platforms for service management, workflow orchestration, or automation.
• Strong analytical, communication, and stakeholder management skills.

🎁 Benefits

• Willingness to travel up to 30%.
• Dental, medical, vision, disability and life insurances.
• ESPP, flexible PTO, flexible spending, commuter benefits, wellness programs.
• Adoption and parental leave benefits.
• Equal opportunity employer with a diverse, global culture.