Lead - Customer Success Engineer
Lead - Customer Success Engineer
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Job Description
Role Overview
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 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.
Qualifications :
Qualifications
Key Qualifications
3 years of experience in CX consulting technical account management solutions engineering or other customer experience focussed 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.
Additional Information :
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
