Lead Customer Success Engineer

📋 Description

• Serve as strategic advisor and product SME to maximize customer value with Freshworks.
• Partner across Customer Success, Product, Operations, and AI to drive adoption and value
• Contribute to six pillars: Create Demand, Increase Win Probability, Expand Accounts, Scale Revenue
• Lead discovery, workshops, webinars, and thought leadership to identify improvement opportunities.
• Promote AI best practices, use cases, and value-driven success frameworks.
• Support transformation, digital workplace initiatives, and AI-enabled workflows.

🎯 Requirements

• 3+ years in Customer Success, Solutions Engineering, or related roles.
• Experience with workshops, enablement sessions, and executive engagements.
• Cross-functional collaboration with Product, Engineering, Support, Sales.
• ITIL principles knowledge; ITIL certification preferred.
• ESM, workflow automation, and digital workplace process understanding.
• Experience with enterprise SaaS platforms for service management and automation.

🎁 Benefits

• Competitive compensation package with base salary $139,000 - $170,000 plus variable bonus.
• Health, dental, vision, disability, and life insurances; ESPP, flexible PTO and benefits.
• Adoption and parental leave benefits; diverse and inclusive workplace.