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Job Overview
Location
London
Job Type
Full-time
Category
Marketing
Date Posted
December 21, 2025
Full Job Description
đź“‹ Description
- • Own the end-to-end success of our highest-value customers across France, Germany and the Netherlands, translating Freshworks’ product promise into measurable business outcomes for Enterprise and Mid-Market accounts.
- • Lead, coach and inspire a distributed team of 6–10 Customer Success Managers, setting clear OKRs, running weekly 1:1s, quarterly performance reviews and career-development plans that turn good CSMs into exceptional ones.
- • Architect and continuously refine a scalable, data-driven success framework—success plans, health scores, risk alerts, expansion playbooks—that can be replicated across EMEA and ultimately influence global CS methodology.
- • Act as executive sponsor for 5–7 strategic accounts, owning the executive business reviews, renewal negotiations and multi-year road-mapping sessions that secure multi-million-pound ARR and deepen product adoption.
- • Partner shoulder-to-shoulder with Sales leadership to design land-and-expand motions, ensuring every upsell and cross-sell opportunity is tied to quantifiable ROI and delivered through a seamless customer experience.
- • Influence Product and Engineering priorities by distilling Voice-of-Customer insights into actionable feature requests, beta programs and roadmap trade-offs that accelerate time-to-value for European users.
- • Drive quarterly business reviews with Finance, Marketing and Support to align on churn-reduction tactics, advocacy programs and support-escalation paths that keep NPS above 60 and gross retention above 90 %.
- • Build and maintain a real-time dashboard in Gainsight or Tableau that tracks leading indicators—feature adoption, support ticket sentiment, exec engagement—allowing the team to intervene early and turn red accounts green.
- • Champion diversity and inclusion within the CS org, implementing mentorship circles, interview rubrics and promotion criteria that attract top talent from under-represented groups across London, Paris, Berlin and Amsterdam.
- • Represent Freshworks at regional SaaS conferences, customer advisory boards and industry webinars, positioning the company as the thought leader in customer-centric digital transformation.
- • Deliver predictable results: 95 % logo retention, 110 % net revenue retention and 50 % pipeline sourced from customer advocacy within 18 months.
🎯 Requirements
- • 7+ years in B2B SaaS customer success, with at least 3 years managing high-performing CS teams across multiple European markets.
- • Fluency in English plus professional proficiency in either French or German to engage stakeholders in native language.
- • Demonstrated track record of driving >90 % gross retention and >110 % net retention in Enterprise or Mid-Market segments.
- • Expert-level command of CS platforms (Gainsight, ChurnZero or Planhat) and CRM systems (Salesforce); able to build dashboards and automate playbooks.
- • Nice-to-have: MBA or equivalent business degree; experience with ITSM, CRM or CX software; existing network of C-level executives in DACH or Benelux.
🏖️ Benefits
- • Competitive base salary plus 20 % performance bonus and equity in a high-growth, pre-IPO SaaS company valued at $10 B.
- • Flexible hybrid work model—3 days in our London hub overlooking the Thames, 2 days remote anywhere in the UK or EU.
- • £1,500 annual learning stipend, full access to LinkedIn Learning and an internal leadership academy taught by ex-SVP of CS at Salesforce.
- • 25 days PTO, plus your birthday off, volunteer days and a 4-week paid sabbatical after 4 years.
Skills & Technologies
Onsite
Remote
About Freshworks Inc.
Freshworks Inc. provides cloud-based customer engagement and employee experience software. Its suite includes products for customer support, sales automation, marketing, IT service management, and HR service delivery. The company serves small and medium-sized businesses as well as enterprises across industries. Founded in 2010 and headquartered in San Mateo, California, Freshworks offers integrated SaaS applications designed to improve customer satisfaction and employee productivity.
