Lead - Customer Success Engineer (Top Tier) - CX | EX

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.

As a Customer Success Engineer (CSE) for the CX Suite of Products (Freshdesk, Freshchat, Freshcaller, and Freddy AI), you will serve as a trusted product advisor, working closely with Customer Success Managers (CSMs), Account Managers (AMs), Product, Engineering, Support, and other Go-To-Market teams to drive customer success and maximize product adoption.

Rather than managing a portfolio of accounts directly, you will assist customer-facing teams by providing technical guidance, solution consulting, workflow assessments, and strategic recommendations to help customers fully realize the value of the CX Suite. Your expertise across support workflows, digital engagement, conversational AI, and customer journey optimization will play a critical role in enhancing customer outcomes, expanding product usage, and influencing the product roadmap.

Key Responsibilities

Adoption through Product Consultation

• Act as a subject matter expert (SME) for Freshdesk, Freshchat, Freshcaller, and Freddy AI, Freshservice assisting CSMs and customers with advanced product consultations, use case reviews, and adoption strategies.

• Conduct workflow audits and discovery sessions (including agent shadowing) to assess adoption trends, identify gaps, and recommend improvements aligned to customer goals.

• Provide consultative guidance and best practices across ticketing, messaging, calling, automation, AI, analytics, and omnichannel engagement.

• Partner with customers during key transformation initiatives, helping them design optimal workflows, leverage AI/automation, and unlock self-service efficiencies.

Retention & Expansion Strategy

• Support CSMs in driving retention and expansion by addressing adoption challenges, demonstrating product value, and positioning solutions based on customer needs.

• Drive data-backed utilization-based expansion campaigns in collaboration with the account team using insights from workflow audits and product analytics.

• Proactively engage on at-risk accounts by providing mitigation strategies and actionable guidance to support CSMs

Cross-Functional Collaboration & Roadmap Influence

• Represent customer needs in internal expansion and Product & Engineering (P&E) connects, surfacing churn risks, feature feedback, and adoption barriers.

• Consolidate structured customer insights to influence roadmap planning and advocate for enhancements that align with customer priorities.

• Participate in the CX Steering Committee, representing customer needs in product development discussions.

Learning & Enablement

• Lead workshops, webinars, and enablement sessions focussing on support transformation journeys.

• Spearhead enablement initiatives for CSMs by building adoption dashboards, ROI calculators, playbooks, FAQs, and driving CSE-AMA sessions.

• Develop tools, templates, and best practice guides to help teams proactively identify opportunities for product adoption and expansion.

• Stay updated on product innovations and industry trends, continuously refining enablement assets and consultative approaches.

Customer Advocacy

• Lead Customer Outreach programs to collect feedback on new features, product gaps, and areas for improvement.

• Actively contribute to the Freshworks Community by joining Ask an Expert sessions, participating in Customer Councils (VOC).

• Identify and showcase customer success stories that highlight the transformational impact of the CX Suite.

• 3-5 years of experience in CX consulting, technical account management, solutions engineering, or other customer experience focused roles.

• Strong product knowledge of Freshdesk, Freshchat, Freshcaller, Freddy AI preferred.

• Deep understanding of customer service operations, digital engagement trends, AI in support, omnichannel workflows, and automation best practices.

• Hands-on experience conducting discovery workshops, workflow assessments, technical training, and customer enablement sessions.

• Strong analytical skills to evaluate product adoption, usage trends, customer health metrics, and ROI.

• Excellent communication, presentation, and stakeholder management skills, able to work across technical and business teams.

• Proven ability to influence product roadmap through structured customer feedback.

• Experience working with cross-functional teams (Product, Engineering, Support, Sales) to deliver value-driven outcomes for customers.

• Good to have: ITIL certification 

SKILLS

1. Technical & Product Expertise

• CX Suite Proficiency: Deep, expert-level knowledge of the Freshworks CX Suite, including Freshdesk, Freshchat, Freshcaller, and Freddy AI.

• Customer Service Operations: Comprehensive understanding of customer service and support center operations, including ticketing, messaging, and voice channel workflows.

• Digital Engagement & Omnichannel Strategy: Knowledge of modern digital engagement trends and best practices for creating seamless omnichannel customer experiences.

• AI & Automation: Expertise in applying AI and automation principles within a support context to drive efficiency and self-service.

• ITIL Framework: (Preferred) Familiarity with ITIL concepts and best practices for service management.

2. Consultative & Analytical Skills

• Workflow Auditing & Process Analysis: Ability to conduct in-depth discovery sessions and workflow assessments (including agent shadowing) to map customer processes, identify gaps, and uncover inefficiencies.

• Data Analysis: Strong analytical skills to interpret product adoption data, usage trends, and customer health metrics to derive actionable insights.

• Solution Consulting: Skill in providing consultative guidance and recommending best practices to solve complex customer challenges and help them achieve their business goals.

• ROI Analysis: Ability to build and utilize tools like ROI calculators to demonstrate and quantify the value of product adoption for customers.

• Problem-Solving: A proactive approach to identifying customer risks and developing effective mitigation strategies.

3. Communication & Stakeholder Management

• Cross-Functional Collaboration: Proven ability to work effectively with internal teams, including Customer Success Managers (CSMs), Sales, Product, Engineering, and Support, to deliver customer value.

• Stakeholder Management: Excellent skills in managing relationships and communicating effectively with both technical and business stakeholders at all levels.

• Presentation & Facilitation: Strong ability to lead and present in various settings, including discovery workshops, technical training sessions, webinars, and executive-level consultations.

• Customer Enablement: Experience in creating and delivering enablement content and sessions for both customers and internal teams.

4. Strategic & Commercial Acumen

• Adoption Strategy: The ability to develop and implement strategies that drive deeper product adoption and usage aligned with customer objectives.

• Retention & Expansion Focus: A clear understanding of how to support retention and expansion goals by demonstrating product value and identifying opportunities.

• Roadmap Influence: Proven ability to gather, consolidate, and present structured customer feedback to influence the product roadmap and advocate for key enhancements.

• Customer Advocacy: Skill in building customer relationships to the point of advocacy, identifying success stories, and facilitating feedback through programs like Customer Councils.

5. Enablement & Content Development

• Asset Creation: Ability to develop practical tools and resources such as playbooks, best practice guides, FAQs, and adoption dashboards.

• Training & Workshop Leadership: Experience leading enablement initiatives, including workshops and "Ask Me Anything" (AMA) style sessions for internal teams.

• Continuous Learning: A commitment to staying updated on product innovations and customer experience industry trends to continuously refine consultative approaches and enablement materials.

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.