Lead - Customer Success

Freshworks

London

On-site

GBP 40,000 - 80,000

Full time

14 days+

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Benefits offered by this job

Company funded Life & Long-Term Disability insurance

Pension scheme

Private Medical Insurance + Health Cash Plan

Learning & Reading budget of up to £1,000 per year

Fitness budget of up to £30 per month

Cycle to work Scheme

Company funded daily lunch when in office

Company Funded Employee Assistance Program (EAP)

25 days annual Paid-Time-Off (PTO)

Discounted Tax Support Services

Job summary

An established industry player is seeking a skilled Customer Success Manager to join their dynamic team in London. This role focuses on enhancing customer engagement and driving adoption of innovative software solutions. You will manage a portfolio of up to 150 customers, utilizing a blend of personalized and automated strategies to ensure they realize maximum value from the services. The ideal candidate will have a strong background in B2B SaaS, excellent communication skills, and a passion for delivering exceptional customer experiences. Join a vibrant workplace where your contributions will make a real impact!

Qualifications

3-5 years in Customer Success or related role in a B2B SaaS environment.
Experience managing a scaled book of business with diverse engagement strategies.

Responsibilities

Own customer relationships and ensure seamless experiences.
Develop success plans to drive product adoption and business value.

Skills

Customer Success Management

B2B SaaS

Business Acumen

Stakeholder Engagement

Presentation Skills

Communication Skills

Relationship Building

Strategic Mindset

Education

Bachelor's Degree

Tools

Customer Engagement Technology

Job description

Get AI-powered advice on this job and more exclusive features.

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

We are looking for an experienced Customer Success Manager (CSM) to join our Customer Success team in London. This Individual Contributor role will focus on scaling customer engagement, ensuring value realization, and driving adoption across a book of business of up to 150 customers.

As a CSM, you will own customer relationships, proactively engaging with both high-touch (1:1) and tech-touch (1:Many) approaches. You will work with a mix of mid-market and enterprise customers, ensuring they maximize their use of Freshworks solutions to achieve their business objectives.

Responsibilities:

Customer Ownership & Engagement: Serve as the primary point of contact for your portfolio, developing strong relationships and ensuring a seamless customer experience.
Hybrid Engagement Model: Utilize a blend of 1:1 (high-touch) and 1:Many (tech-touch) strategies to engage and support customers at scale.
Success Planning & Adoption: Develop and execute success plans to drive product adoption, usage, and business value.
Account Expansion & Renewal Support: Partner with Account Managers to identify expansion opportunities and ensure timely renewals.
Customer Advocacy & Enablement: Identify customer success stories and turn them into advocates through case studies, references, and webinars.
Proactive Communication & Value Delivery: Conduct regular check-ins, business reviews, and webinars to educate and inform customers.
Scalable Programs & Digital Success: Leverage automation, community engagement, and digital resources to support customers efficiently.
Cross-functional collaboration: Work closely with Sales, Professional Services, Support, and Product teams to address customer needs and drive continuous improvement.
Voice of the Customer: Capture and share customer insights to inform product development and go-to-market strategies.

Qualifications

Preferred Experience:

3-5 years of Customer Success or a related role in a B2B SaaS environment.
Experience managing a scaled book of business, balancing 1:1 and 1:Many engagements.
Strong business acumen with the ability to align Freshworks solutions to customer goals.
Proven success in driving product adoption and retention within mid-market or enterprise customers.
Ability to influence and engage executive stakeholders (C-level, SVP-level).
Proficiency in using technology to automate customer engagement and manage success programs at scale.
Excellent presentation, communication, and relationship-building skills.
Passion for delivering customer value, with a proactive and strategic mindset.
Experience across multiple industries such as retail, financial services, public sector, and technology is a plus.

Additional Information

These are some benefits you can expect from us in return:

Company funded Life & Long-Term Disability insurance
Pension scheme
Private Medical Insurance + Health Cash Plan
Learning & Reading budget of up to £1,000 per year
Fitness budget of up to £30 per month
Cycle to work Scheme
Company funded daily lunch when in office
Company Funded Employee Assistance Program (EAP) for both you and your family
25 days annual Paid-Time-Off (PTO)
Discounted Tax Support Services

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.

Seniority level