Senior Manager, Customer Success – Europe

About the role

Freshworks is seeking a Senior Manager of Customer Success to lead and scale its European team across France, Germany, and the Netherlands. Based in Paris, you will be responsible for ensuring Enterprise and Mid‑Market customers achieve measurable value and long‑term success with Freshworks’ service software.

Key responsibilities

• Lead, mentor and grow a team of 5–8+ Customer Success Managers across multiple European markets.
• Drive customer retention, expansion and advocacy for Enterprise and Mid‑Market segments.
• Design and implement data‑driven success plans, health monitoring frameworks and playbooks.
• Collaborate with Sales, Product, Support and Marketing to shape expansion strategy 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 and best practices.

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 markets.
• Proven track record of delivering retention, growth and health metrics.
• Strong analytical mindset with ability to build scalable, data‑driven processes.
• Excellent communication and stakeholder‑management skills.

Required skills

• Experience with SaaS customer success platforms and metrics.
• Data analysis and reporting proficiency.
• Strategic planning and execution.