Senior Customer Success Manager – Europe

About the role

Freshworks is seeking a Senior Customer Success Manager to lead its European Customer Success team covering France, Germany and the Netherlands. Based in Paris, you will be responsible for ensuring enterprise and mid‑market customers derive measurable value and long‑term success from Freshworks’ SaaS solutions.

Key responsibilities

• Lead, coach and expand a team of 5‑8+ Customer Success Managers across multiple European markets.
• Drive customer retention, expansion and advocacy for enterprise and mid‑market accounts.
• Design and implement data‑driven success plans, health‑monitoring frameworks and playbooks.
• Collaborate with Sales, Product, Support and Marketing to shape expansion strategies and customer engagement.
• Act as executive sponsor for strategic accounts, building outcome‑focused relationships.
• Represent the Voice of the Customer to influence global Customer Success strategy.

Required profile

• 8+ years of experience in Customer Success, Account Management or SaaS consulting.
• 3+ years of experience leading and scaling customer‑facing teams, preferably across several European countries.
• Proven track record of delivering retention, growth and health metrics.
• Strong analytical mindset with ability to build scalable, data‑driven processes.

Required skills