Senior Manager - Customer Success UKI

The Opportunity 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. What You’ll 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. What Success Looks Like You’ll lead a motivated, high-performing team that delivers predictable results — driving retention, growth, and customer health. Your impact extends beyond your team, shaping how Freshworks scales Customer Success across Europe through collaboration, operational excellence, and data-driven leadership. - 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