Manager - Customer Success
Job DescriptionWe're looking for an experienced Manager of Customer Success to lead and scale our Paris, French 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 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.
- 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.
Qualifications
What You'll Bring
- 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 tools.
- Fluent in French.