Senior Manager - Customer Success UKI

Freshworks
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Communication","Problem-solving","Strategic thinking","Team-management"]

Experienced senior leader responsible for defining regional strategy and scaling a UKI Customer Success team. You’ll drive retention, expansion, and advocacy for Enterprise and Mid-Market customers across Europe, mentor 8 CSMs, and collaborate with Sales, Product, Support, and Marketing to deliver data-driven, scalable customer outcomes from London.

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Freshworks
Freshworks
4 months ago

Senior Manager - Customer Success UKI

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Last checked: 21 hours agoStatus: Live

Job Summary

Experienced senior leader responsible for defining regional strategy and scaling a UKI Customer Success team. You’ll drive retention, expansion, and advocacy for Enterprise and Mid-Market customers across Europe, mentor 8 CSMs, and collaborate with Sales, Product, Support, and Marketing to deliver data-driven, scalable customer outcomes from London.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •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.

Key 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 to ...
Experience:8+ yearsSaaSCustomer SuccessEnterpriseMid-MarketEurope
Skills:LeadershipCommunicationProblem-solvingStrategic thinkingTeam-management
Languages:English

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor