At a Glance
- Tasks: Lead a dynamic team to drive customer success and retention across Europe.
- Company: Join Freshworks, a people-first tech company transforming customer experiences.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Diverse and vibrant workplace committed to equal opportunity.
- Why this job: Make a real impact by shaping customer success strategies at scale.
- Qualifications: 8+ years in Customer Success with leadership experience in SaaS.
The predicted salary is between 43200 - 72000 £ per year.
Company 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
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 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 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’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.
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.
Senior Manager - Customer Success UKI employer: Freshworks
At Freshworks, we pride ourselves on being a people-first employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through mentorship opportunities and a focus on professional development, ensuring that our team members thrive in their roles. Located in the vibrant UKI region, we offer a dynamic environment where you can make a meaningful impact while working with cutting-edge technology that transforms customer and employee experiences.
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 people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role. Highlight your achievements in customer success and how they can benefit Freshworks.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Let’s make it happen!
We think you need these skills to ace Senior Manager - Customer Success UKI
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let us see your enthusiasm for customer success! Share specific examples of how you've driven results in previous roles and how you can bring that energy to Freshworks.
Tailor Your Experience:Make sure to highlight your relevant experience in Customer Success, especially within SaaS. We want to see how your background aligns with the role, so don’t be shy about showcasing your achievements!
Be Data-Driven:Since we love a good data-driven approach, include metrics and outcomes from your past roles. Show us how you've used analytics to drive customer retention and growth – numbers speak volumes!
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 this exciting opportunity at Freshworks!
How to prepare for a job interview at Freshworks
✨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 SaaS environments. 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. Use specific examples to illustrate how you've driven results and developed talent within your team. This is crucial for a Senior Manager role, so make it count!
✨Prepare for Cross-Functional Collaboration Questions
Since this role involves partnering with various departments, think of examples where you've successfully collaborated with sales, product, or marketing teams. Highlight how these partnerships led to improved customer outcomes, as this will demonstrate your ability to influence and drive alignment across functions.
✨Emphasise Data-Driven Decision Making
Familiarise yourself with data-driven frameworks and how they can be applied to customer success strategies. Be ready to discuss how you've used analytics to monitor customer health and create success plans. This will resonate well with Freshworks' focus on measurable value and long-term success.
