At a Glance
- Tasks: Lead and mentor a dynamic team to drive customer success across Europe.
- Company: Freshworks, a vibrant tech company focused on customer success.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Join a diverse team that values your unique perspective and talents.
- Why this job: Shape the future of customer success while making a real impact.
- Qualifications: 8+ years in Customer Success with leadership experience in SaaS.
The predicted salary is between 70000 - 90000 £ per year.
The Opportunity
We're looking for an experienced Senior Manager of Customer Success to lead and scale our UKI team. Based in London, you'll play a key role ensuring our Enterprise and Mid-Market customers achieve measurable value and long-term success with Freshworks. Reporting to the Director, Customer Success EMEA, 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 8 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 will 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
- 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.
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.
Senior Manager - Customer Success UKI in London employer: Freshworks Inc
Freshworks is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture in the heart of London. With a strong commitment to diversity and inclusion, we empower our team members to thrive while driving meaningful customer success across Europe. Join us to be part of a high-performing team that values collaboration, innovation, and impactful results.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Customer Success UKI in London
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend events, and engage on platforms like LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and be ready to discuss how your experience aligns with their goals. We want you to shine and show them why you're the perfect fit for the role.
✨Tip Number 3
Follow up after interviews! A simple thank-you email can go a long way. It shows your enthusiasm and keeps you fresh in their minds. We believe it’s a small gesture that can make a big impact.
✨Tip Number 4
Don’t hesitate to apply through our website! We’re always looking for passionate individuals who want to make a difference. Your next opportunity could be just a click away, so let’s get you started!
We think you need these skills to ace Senior Manager - Customer Success UKI in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Senior Manager role. Highlight your leadership experience in Customer Success and any achievements in driving retention and growth.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about Customer Success and how you can contribute to our team. Share specific examples of how you've led teams and influenced customer outcomes in the past.
Showcase Your Analytical Skills:Since this role involves building data-driven frameworks, be sure to mention any relevant analytical tools or methodologies you've used. We want to see how you can leverage data to drive customer success.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at Freshworks Inc
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how retention, expansion, and advocacy are measured in the SaaS industry. This will show your potential employer that you’re not just familiar with the concepts but can also apply them strategically.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you've successfully managed teams in the past. Share specific examples of how you've mentored team members and driven results. This is crucial for a Senior Manager role, so make sure your stories highlight your ability to inspire and lead.
✨Prepare for Cross-Functional Collaboration Questions
Since this role involves partnering with various departments, think about times when you’ve worked cross-functionally. Be ready to explain how you’ve influenced other teams and driven alignment towards common goals. This will demonstrate your ability to navigate complex organisational structures.
✨Emphasise Data-Driven Decision Making
Familiarise yourself with data-driven frameworks and how they can be applied to customer success. Be ready to discuss how you’ve used analytics to inform your strategies and improve customer outcomes. This will resonate well with the company’s focus on operational excellence and measurable results.
