Lead - Customer Success Engineer

Role Overview 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 Organisation: Create Demand, Increase Win Probability, Expand Accounts, Scale the Revenue Engines, Protect Revenue & People. Core Responsibilities 1. Create Demand Support customer engagement activities that create awareness, demonstrate value, and generate future opportunities. Responsibilities 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. Promote AI best practices, customer use cases, and success frameworks that demonstrate measurable business value and generate customer interest. 2. Increase Win Probability Position Freshworks as a trusted strategic partner by providing consultative guidance and industry expertise. Responsibilities Act as a strategic advisor on industry trends, AI innovation, service management evolution, and digital workplace transformation. Develop and showcase customer success stories, transformation journeys, and measurable business outcomes. Provide consultative guidance across ITSM, ESM, ITAM, and ITOM capabilities, aligning platform capabilities with business outcomes such as: Enhanced employee and customer experiences Increased self-service adoption Data-driven decision making Productivity improvements Operational efficiency 3. Expand Accounts Drive customer adoption and identify opportunities for long-term growth. Responsibilities Partner with Customer Success Managers and Account Managers to support expansion strategies through adoption insights and business outcome alignment. Analyze product utilization trends and recommend initiatives that improve platform adoption and support revenue growth. Provide strategic recommendations that align customer objectives with long-term transformation initiatives. Guide customers on embedding AI into workflows, self-service experiences, automation strategies, and employee support operations. Improve AI adoption and value realization by helping customers achieve measurable business outcomes. 4. Scale the Revenue Engines Develop scalable programs, assets, and operational best practices that increase organizational effectiveness. Responsibilities Build scalable enablement assets, including: Playbooks, Best practice guides, Maturity models, Adoption frameworks, FAQs, Dashboards, ROI methodologies. Lead workshops, webinars, and enablement programs that can be reused across customer segments and internal teams. Standardize customer engagement methodologies and value realization practices. Consolidate customer insights, adoption trends, feature requests, and operational challenges to influence product strategy and roadmap prioritization. Participate in product reviews, beta programs, steering committees, and strategic customer initiatives. Identify and implement AI-driven efficiencies that improve productivity, accelerate execution, and enhance team scalability. 5. Protect Revenue Drive proactive customer engagement to improve adoption, reduce risk, and support retention. Responsibilities Partner with Customer Success Managers and Account Managers on retention strategies through proactive engagement and adoption planning. Identify adoption barriers, utilization gaps, operational inefficiencies, and customer risks using data-driv