TL;DR
Senior Manager, Customer Success (UKI): Leading and scaling the UKI team, ensuring Enterprise and Mid-Market customers achieve value and success with Freshworks with an accent on driving retention, expansion, and advocacy. Focus on defining regional strategy, leading a high-performing team of CSMs, and fostering strong customer relationships.
Location: Based in London, UKI team
Company
Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences.
What you will 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.
Requirements
- 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.
Culture & Benefits
- Environment that enables everyone to find their true potential, purpose, and passion.
- Welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
- Committed to providing equal opportunity.
- Diversity in the workplace creates a more vibrant, richer environment.