Senior Manager - Customer Success UKI

About the role

We're looking for an experienced Senior Manager of Customer Success to lead and scale our UKI team. Based in London, you'll play a key role in ensuring our Enterprise and Mid-Market customers achieve measurable value and long-term success with Freshworks. Reporting to the Director, Customer Success EMEA, you'll define regional strategy, lead a high-performing team of CSMs, and drive alignment across functions to deliver world-class customer outcomes. This is a strategic and hands-on leadership role, ideal for someone who thrives on driving results, developing talent, and shaping customer success at scale.

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.
• Represent the Voice of the Customer, influencing global Customer Success strategy and best practices.
• What Success Looks Like
• 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

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