Lead - Customer Success Engineer - Top Tier (North America)
Lead - Customer Success Engineer - Top Tier (North America)
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Job Description
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.
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.
5 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
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
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 :
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
