We’re looking for an experienced 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 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.