Senior Customer Success Engineer — AI & Adoption Driver

Freshworks; Washington; On-site; USD 139,000 - 170,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

Disability insurance

Life insurance

ESPP

Flexible PTO

Flexible spending

Commuter benefits

Wellness benefits

Adoption and parental leave

Job summary

Freshworks is seeking a Customer Success Engineer (CSE) to act as a strategic advisor and SME, helping customers maximize outcomes from Freshworks investments. You will collaborate across Customer Success, Product, Engineering, and Support to drive adoption, value realization, and growth.

The role requires 3+ years in customer-facing SaaS roles, with expertise in ITSM/ESM/ITAM/ITOM and strong storytelling through customer success stories.

Qualifications

• 3+ years of experience in Customer Success, Solutions Engineering, Technical Consulting, or Service Management.
• Experience conducting workshops, enablement sessions, and executive-level customer engagements.
• Proven ability to collaborate cross-functionally with Product, Engineering, Support, Sales, and Customer Success teams.

Responsibilities

• Act as a strategic advisor on industry trends, AI innovation, and service management evolution.
• Develop and showcase customer success stories, transformation journeys, and measurable business outcomes.
• Provide consultative guidance across ITSM, ESM, ITAM, and ITOM, aligning platform capabilities with business outcomes.
• Drive adoption, expansion, and retention through customer insights and value realization.

Skills

Customer Success

Solutions Engineering

Technical Consulting

Service Management

Enterprise SaaS

Job description

Freshworks is seeking a Customer Success Engineer (CSE) to act as a strategic advisor and SME, helping customers maximize outcomes from Freshworks investments. You will collaborate across Customer Success, Product, Engineering, and Support to drive adoption, value realization, and growth.

The role requires 3+ years in customer-facing SaaS roles, with expertise in ITSM/ESM/ITAM/ITOM and strong storytelling through customer success stories.