Manager - Customer Success

Freshworks
Paris
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Mentoring","Cross-functional collaboration","Executive communication","Analytical thinking"]

Lead and scale the Continental Customer Success team, ensuring Enterprise and Mid-Market customers achieve measurable value and long-term outcomes with Freshworks. Define EMEA regional strategy, manage and mentor 6–8 CSMs, drive retention, expansion, and advocacy, and build data-driven success frameworks. Partner with Sales, Product, Support, and Marketing while serving as executive sponsor for strategic accounts and the Voice of the Customer.

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Freshworks
Freshworks
2 days ago

Manager - Customer Success

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Job Summary

Lead and scale the Continental Customer Success team, ensuring Enterprise and Mid-Market customers achieve measurable value and long-term outcomes with Freshworks. Define EMEA regional strategy, manage and mentor 6–8 CSMs, drive retention, expansion, and advocacy, and build data-driven success frameworks. Partner with Sales, Product, Support, and Marketing while serving as executive sponsor for strategic accounts and the Voice of the Customer.
Location: Paris
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and mentor a team of 6–8 CSMs.
  • •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.
  • •Serve as executive sponsor for strategic accounts and represent the Voice of the Customer to influence global Customer Success strategy.

Key Requirements

  • •8+ years in Customer Success, Account Management, or Consulting within SaaS.
  • •3+ years leading and scaling customer-facing teams across multiple European markets.
  • •Proven record driving retention, expansion, and advocacy for Enterprise and Mid-Market accounts.
  • •Strong cross-functional influence and executive communication skills.
  • •Fluent in French; experience using CS and BI tools.
Experience:SaaS
Skills:LeadershipMentoringCross-functional collaborationExecutive communicationAnalytical thinking
Languages:EnglishFrench
Tech Stack:CS toolsBI tools

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
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