Senior Manager - Customer Success UKI

About Freshworks

Freshworks offers simple yet powerful service software that enhances customer and employee experiences. Serving over 72,000 companies worldwide, including major brands like Bridgestone and Sony Music, Freshworks delivers enterprise-grade solutions focused on productivity and engagement through easy-to-use products combined with AI-driven innovation. With a global workforce of 4,500+ employees, the company is committed to creating outstanding outcomes for its customers and teams.

Role Overview

We seek a Senior Manager for Customer Success based in London to lead and expand our UKI team. Reporting to the Director of Customer Success EMEA, you will oversee a group of Customer Success Managers, develop regional strategies, and collaborate across multiple departments to ensure our Enterprise and Mid-Market clients realize consistent value and success with Freshworks solutions. This position blends strategic vision with hands-on leadership suitable for individuals passionate about driving results and nurturing team growth.

Key Responsibilities

• Guide and support a team of 8 Customer Success Managers spanning various European regions.
• Enhance customer retention, growth initiatives, and advocacy within Enterprise and Mid-Market sectors.
• Create scalable, data-informed frameworks for success plans, monitoring customer health, and operational playbooks.
• Collaborate closely with Sales, Product, Support, and Marketing teams to align on expansion strategies and improve customer engagement.
• Serve as an executive sponsor for significant accounts, cultivating robust, outcome-driven partnerships.
• Represent customer perspectives to influence global strategies and best practices in Customer Success.

Success Criteria

Your leadership will result in a motivated, high-achieving team that consistently delivers predictable outcomes such as improved retention, customer growth, and health metrics. Additionally, your influence will extend across Freshworks Europe, advancing our customer success programs through operational excellence and analytics-driven decision-making.

Qualifications

• Minimum of 8 years’ experience in Customer Success, Account Management, or Consulting within the SaaS industry.
• At least 3 years managing and growing customer-facing teams across multiple European markets.
• Demonstrated success in driving retention, expansion, and customer advocacy particularly with Enterprise and Mid-Market clients.
• Strong ability to influence cross-functional teams and communicate effectively with executives.
• Leadership skills grounded in analytics, strategic thinking, and people development, with proficiency in Customer Success and Business Intelligence tools.

Additional Information

At Freshworks, diversity and inclusion are core commitments, fostering an environment where employees of all genders, backgrounds, sexual orientations, religions, and ethnicities can thrive. The company values equal opportunity, promoting a workplace culture that enriches employee success, community engagement, and business objectives. Join us to create meaningful impact with a fresh perspective.