Europe Senior Manager, Customer Success

Freshworks; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Job summary

A leading software company is seeking a Senior Manager of Customer Success based in London. The successful candidate will lead a high-performing team across multiple European markets, ensuring customer retention and driving expansion in the Enterprise and Mid-Market segments. This role requires a strategic and analytical leader with over 8 years of experience in Customer Success within SaaS. Fluency in English is required, with additional languages preferred. Join us to shape the future of customer success.

Qualifications

• 8+ years in Customer Success, Account Management, or Consulting within SaaS.
• 3+ years leading and scaling customer-facing teams in multiple European markets.
• Proven record of driving retention and expansion in Enterprise and Mid-Market accounts.
• Fluency in English required; French or German preferred.

Responsibilities

• Lead and mentor a team of 6–10+ CSMs across European markets.
• Drive customer retention, expansion, and advocacy.
• Build data-driven frameworks for success plans and health monitoring.
• Partner cross-functionally on expansion strategy and customer engagement.
• Act as an executive sponsor for strategic accounts.

Skills

Customer Success Management

Account Management

Consulting

Cross-functional collaboration

Analytical skills

Strategic leadership

Executive communication

Data-driven decision making

Job description

A leading software company is seeking a Senior Manager of Customer Success based in London. The successful candidate will lead a high-performing team across multiple European markets, ensuring customer retention and driving expansion in the Enterprise and Mid-Market segments. This role requires a strategic and analytical leader with over 8 years of experience in Customer Success within SaaS. Fluency in English is required, with additional languages preferred. Join us to shape the future of customer success.