Manager - Customer Success

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 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 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

• 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 as well as French and/or German is required.

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.