Lead - Customer Success

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.

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:

• 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:

• 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.