Lead Customer Success Engineer

3+ 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.

Technical & Domain Expertise

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.

Willingness to travel up to 30%, based on business needs.

Compensation Package

$139,000 - $170,000 Base Salary. This role is also eligible for variable compensation.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.

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 roundtables, and thought leadership initiatives.

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.