Senior Customer Success Engineer (Remote)

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Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. More than 50,000 businesses trust Freshworks, including our employee engagement, customer engagement and CRM solutions, to better support employees so businesses can increase customer satisfaction and lifetime value. Our products are ready to go, easy to use, and offer a quick return on investment.
Freshworks has received numerous accolades that include ranking #16 on the prestigious Forbes' Cloud 100 and #22 on the Battery Ventures/Glassdoor Best Places to Work lists.
Headquartered in San Mateo, California, Freshworks has a dedicated global team operating from 13 locations to serve our customers throughout the world. Freshworks is backed by leading investors including Accel, CapitalG, Sequoia Capital and Tiger Global Management.
Customer Success provides expertise to help our customers fully leverage the Freshworks suite of products, as well as strategic guidance to help our customers realize their goals for customer and employee engagement. In every interaction, we put our customers first and strive to exceed every expectation. Our ultimate goal is to deliver that "wow" experience that turns customers into advocates and Customers for Life.
As the Freshworks product suite grows and becomes more powerful, so do the needs of our customers. The Customer Success Engineer position for the Customer Success team is a new role that will be responsible for supporting Freshworks customers' technical product needs. This requires a high level of coordination with Customer Success Managers, Technical Account Managers, Support, Product and Engineering. You will directly support key accounts, and will engage with broader account teams in North America on an as-needed basis. You will scale processes, content and strategies where appropriate, with the goal of supporting and empowering Customer Success Managers while maximizing product adoption and success.
What you'll do:
  • Be a subject matter expert on Freshworks products -- in both technical and sales strategies domains -- and acting as a trusted technical advisor to both customer stakeholders and internal teams
  • Using your business and technical analysis skills, partner with the CSMs to develop technical success plans to map customer's unique business needs to Freshworks features
  • Support CSMs on an assignment basis in more technical conversations with customers including troubleshooting, technical discovery, executive business reviews, value realization and product roadmap sessions. Develop repeatable processes and content where appropriate to maximize efficiency and impact.
  • Perform health audits on existing implementations and provide industry best practice training on CRM, ITSM and Employee Management
  • Build risk mitigation strategies for accounts at risk to prove product value and overcome feature functionality gaps
  • Working with the product management and development organizations to channel client feedback and solutions into future releases of the Freshworks product suite
  • Provide oversight of support tickets, taking ownership of escalated issues and ensuring that they are resolved within committed SLAs
  • Working as part of our extended Customer Success and Technical Support teams, doing whatever it takes to exceed customer expectations
  • Own the Pilot accounts in the Paid Support model and will be directly responsible for their success and renewal of the engagement contract
Qualifications
  • 7-10 years of overall experience with at least 4+ years in a customer facing technical role
  • Hands-on experience in resolving complex issues and troubleshooting Freshworks suite of products
  • Prior work experience in SaaS product companies in domains relevant to Freshworks' suite of products like CRM, CX, ITSM, ITOM is highly preferred.
  • Prior experience in providing in-person consultative solutioning with excellent technical and troubleshooting capabilities. Business Value Consulting or Value Realization frameworks expertise
  • Good interpersonal skills and ability to collaborate with various cross-functional teams to solve business and tech problems
  • Ability to clearly communicate and present technical concepts to non-technical and technical audiences
  • Clear, concise, and effective written and oral communication skills.
  • Customer-centricity and empathy towards customers and their needs.
  • Being technically adept, and the ability to pick up and learn new products, tools, and technology.
  • Excellent problem solving, critical thinking, analytical and development skills
  • Must be motivated, goal oriented, flexible, able to work independently and deliver on deadline
  • Knowledge and proficiency in web technologies is a plus(JavaScript, HTML, CSS).
  • Good understanding in SSO, SAML, Active directory, DKIM and networking concepts.
  • Experience with ITSM and ITIL

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.
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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

Location

Our office has stunning views of the mountains and is one street away from the fun restaurants and coffee shops of Denver's iconic Larimer St.

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!

LAUREN

Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!

TAYLOR

Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.

JENNY

Solution Engineer

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Freshworks Women 360 is an employee group aimed at community service, professional development, and career growth.
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Classpass and a fitness/reading stipend
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Since working from home in mid March, we have added additional benefits to ensure our employees are fully supported, mentally and physically!
- One time WFH accessories stipend
- Monthly internet allowance
- Classpass membership offering
- 6-month long free DashPass subscription
- Reading & fitness stipend

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