About the job
Your Next Challenge Awaits
Freshworks is on the lookout for a seasoned Senior Manager of Customer Success to spearhead and expand our UKI team. Located in London, you will be pivotal in ensuring our Enterprise and Mid-Market clients derive substantial value and achieve sustainable success with Freshworks. In this role, reporting to the Director of Customer Success EMEA, you will establish regional strategies, lead a dynamic team of Customer Success Managers (CSMs), and foster cross-functional collaboration to deliver exceptional customer experiences. This strategic yet hands-on leadership position is perfect for an individual passionate about driving outcomes, nurturing talent, and transforming customer success at scale.
Key Responsibilities
- Guide and mentor a team of 8 CSMs across various European markets.
- Enhance customer retention, growth, and advocacy within the Enterprise and Mid-Market segments.
- Create scalable, data-informed frameworks for success plans, health assessments, and operational playbooks.
- Collaborate across departments including Sales, Product, Support, and Marketing to shape expansion strategies and enhance customer engagement.
- Act as a senior sponsor for strategic accounts, cultivating robust, outcome-focused relationships.
- Represent the Voice of the Customer, shaping global Customer Success strategies and best practices.
Defining Success
You will lead a motivated, high-achieving team that consistently delivers tangible results—enhancing retention, growth, and overall customer health. Your influence will extend beyond your team, shaping how Freshworks scales Customer Success across Europe through collaboration, operational excellence, and data-driven methodologies.

