Principal Customer Success Engineer

📋 Description

• Serve as strategic advisor and product SME for Freshworks clients
• Drive adoption, value realization and revenue growth
• Collaborate across ITSM, ESM, ITAM, ITOM to align outcomes
• Lead workshops, discovery sessions, and stakeholder programs
• Promote AI best practices and measurable business value
• Enable scalable customer success programs and assets

🎯 Requirements

• 5+ years in CS, Solutions Engineering, or related roles
• Experience leading workshops and executive engagements
• Cross-functional collaboration with Product, Engineering, Support, Sales
• ITIL knowledge; ITIL cert preferred
• ESM, workflow automation, digital workplace expertise
• Experience with enterprise SaaS for service management and AI-enabled ops

🎁 Benefits

• Up to 30% travel based on business needs
• Base salary $150,000 - $185,000 plus variable pay
• Comprehensive health, dental, vision, disability, life insurance
• ESPP, flexible PTO and benefits
• Adoption and parental leave benefits