Senior AI-Driven Customer Success Engineer

Freshworks; San Mateo (CA); On-site; USD 150,000 - 185,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

ESPP (Employee Stock Purchase Plan)

Flexible PTO

Parental leave

Job summary

Freshworks seeks a Customer Success Engineer (CSE) to act as a strategic advisor and SME, helping customers maximize value from Freshworks investments. You will operate at the intersection of Customer Success, Product Expertise, and AI, driving adoption, value realization, and revenue growth across ITSM, ESM, ITAM, and ITOM domains.

This role emphasizes collaboration with cross-functional teams, development of scalable programs, and proactive risk management.

Qualifications

• 5+ years of experience in Customer Success, Solutions Engineering, Technical Consulting, or related roles.
• Experience conducting workshops, process consultations, enablement sessions, and executive-level engagements.
• Familiarity with ITIL principles and service management best practices.

Responsibilities

• Create demand by engaging customers and demonstrating value.
• Increase win probability through consultative guidance and industry insights.
• Expand accounts with adoption insights and growth opportunities.
• Scale enablement assets and programs for efficiency.
• Protect revenue with proactive engagement and risk mitigation.
• Coach and enable customer-facing teams to drive AI adoption.

Skills

Customer success

Solutions engineering

Workshops facilitation

Cross-functional collaboration

AI / automation familiarity

Education

ITIL certification preferred

Tools

Workflow automation tools

Service management software

Job description

Freshworks seeks a Customer Success Engineer (CSE) to act as a strategic advisor and SME, helping customers maximize value from Freshworks investments. You will operate at the intersection of Customer Success, Product Expertise, and AI, driving adoption, value realization, and revenue growth across ITSM, ESM, ITAM, and ITOM domains.

This role emphasizes collaboration with cross-functional teams, development of scalable programs, and proactive risk management.