Manager - Customer Success

📋 Description • Own and evolve the European Customer Success strategy for France, Germany, and the Netherlands, translating global objectives into region-specific playbooks that accelerate adoption, retention, and expansion across 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 and monthly QBRs, and building individual development plans that turn high-potential talent into future leaders. • Act as the executive sponsor for a portfolio of strategic accounts, orchestrating C-suite relationships, multi-stakeholder workshops, and quarterly business reviews that prove measurable ROI and secure multi-year renewals and upsells. • Design and deploy scalable, data-driven frameworks—health scores, risk alerts, success plans, and expansion triggers—leveraging Gainsight, Salesforce, and Tableau to give every CSM a 360° view of customer value and risk in real time. • Partner hand-in-hand with Sales leadership to craft land-and-expand strategies, co-owning pipeline reviews, pricing negotiations, and contract amendments that increase net-revenue retention (NRR) above 115% year-over-year. • Influence the global Product roadmap by synthesizing customer feedback, churn drivers, and feature adoption data into quarterly Voice-of-Customer reports that directly shape prioritization and resource allocation. • Champion cross-functional alignment with Support, Professional Services, and Marketing to deliver seamless onboarding, fast time-to-value, and high-impact advocacy programs that turn satisfied customers into reference champions. • Build and refine operational cadences—weekly risk reviews, monthly churn retrospectives, quarterly expansion councils—that create a culture of transparency, accountability, and continuous improvement across the EMEA CS organization. • Own regional forecasting and reporting for renewal, expansion, and advocacy metrics, presenting insights to the EMEA leadership team and the global CS Ops group to ensure predictable revenue and world-class customer health. • Foster a diverse, inclusive, and high-energy culture that celebrates wins, learns from losses, and positions Freshworks as the employer of choice for top CS talent in Europe. 🎯 Requirements • 8+ years in B2B SaaS customer success, consulting, or account management, including 3+ years leading and scaling teams across multiple European markets. • Proven track record of driving >115% net-revenue retention and <5% gross churn in Enterprise and Mid-Market segments. • Fluency in English plus professional proficiency in French or German; Dutch is a strong plus. • Deep expertise with customer success platforms (Gainsight, ChurnZero, or similar) and CRM systems (Salesforce); advanced Excel / Tableau skills for data-driven storytelling. • Experience acting as an executive sponsor for Fortune 1000 accounts and presenting to C-suite stakeholders. 🏖️ Benefits • Competitive base salary plus uncapped variable tied to team NRR and expansion targets. • Hybrid work model—three days in our Paris hub, two days remote—with annual work-from-anywhere weeks. • Comprehensive relocation package, including visa sponsorship and French language courses for you and your family. • €2,000 annual learning stipend, access to executive coaching, and clear pathways to Director-level roles.