Manager - Customer Success

Freshworks; Greater London; On-site; 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

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’re looking for an experienced Senior Manager of Customer Success to lead and scale our European team, focused on our top‑tier markets — France, Germany, and the Netherlands. Based in London, you’ll play a key role in ensuring our Enterprise and Mid‑Market customers achieve measurable value and long‑term success with Freshworks.

Reporting to the VP of Customer Success, you’ll define regional strategy, lead a high‑performing team of CSMs, and drive alignment across functions to deliver world‑class customer outcomes. This is a strategic and hands‑on leadership role, ideal for someone who thrives on driving results, developing talent, and shaping customer success at scale.

What You’ll Do

Lead and mentor a team of 6–10+ CSMs across multiple European markets.

Drive customer retention, expansion, and advocacy across Enterprise and Mid‑Market segments.

Build scalable, data‑driven frameworks for success plans, health monitoring, and playbooks.

Partner cross‑functionally with Sales, Product, Support and Marketing on expansion strategy and customer engagement.

Act as an executive sponsor for strategic accounts, fostering strong, outcome‑driven relationships.

Represent the Voice of the Customer, influencing global Customer Success strategy and best practices.

What Success Looks Like

You’ll lead a motivated, high‑performing team that delivers predictable results — driving retention, growth, and customer health. Your impact extends beyond your team, shaping how Freshworks scales Customer Success across Europe through collaboration, operational excellence, and data‑driven leadership.

Qualifications

What You’ll Bring

8+ years in Customer Success, Account Management, or Consulting within SaaS.

3+ years leading and scaling customer‑facing teams, ideally across multiple European markets.

Proven record of driving retention, expansion, and advocacy in Enterprise and Mid‑Market accounts.

Strong cross‑functional influence and executive communication skills.

Analytical, strategic, and people‑centered leader with experience using CS and BI tools.

Fluency in English required; French or German, strongly preferred

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.