At a Glance
- Tasks: Lead and mentor a dynamic team to drive customer success across Europe.
- Company: Join Freshworks, a vibrant company committed to diversity and innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Embrace a supportive environment that values your unique background and perspective.
- Why this job: Shape the future of customer success while making a real impact.
- Qualifications: 8+ years in Customer Success with strong leadership and analytical skills.
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 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 commitment to diversity and inclusion, we empower our team members to thrive while driving meaningful customer success across Europe. Join us to lead a high-performing team and make a significant impact in a collaborative environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Customer Success UKI
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Freshworks or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. At Freshworks, they value diversity and collaboration, so think about how your experiences align with their mission and be ready to share examples.
✨Tip Number 3
Showcase your leadership skills! As a Senior Manager, you'll need to demonstrate how you've successfully led teams in the past. Be ready to discuss specific strategies you've implemented to drive customer success and team performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your genuine interest in joining the Freshworks family.
We think you need these skills to ace Senior Manager - Customer Success UKI
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 that demonstrate your ability to drive results.
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 driven customer retention 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 enhance customer outcomes.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to receive your application and start the conversation!
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 help you speak confidently about how you can drive these outcomes for Freshworks.
✨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, especially in a multi-market environment. This will demonstrate your fit for leading a high-performing team.
✨Prepare for Cross-Functional Collaboration
Since this role involves partnering with various departments, think of examples where you've successfully collaborated with Sales, Product, or Marketing. Highlight how you’ve influenced strategies and outcomes through effective communication and teamwork.
✨Emphasise Data-Driven Decision Making
Familiarise yourself with data-driven frameworks and tools that can enhance customer success. Be ready to discuss how you've used analytics to inform your strategies and improve customer health. This will show that you’re aligned with Freshworks' focus on operational excellence.
