Manager - Customer Success (Mid Tier EU)

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. 

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

As the Manager of Customer Success for the Europe Partnerships Team, you will lead a specialised team of Customer Success Managers (CSMs) responsible for driving value and engagement through Freshworks' partner ecosystem. Your leadership will ensure strong collaboration with partners, effective adoption strategies, and long-term customer success across the region.

Key Responsibilities

• Team Leadership and Development

  • Build, mentor, and manage a high-performing team of CSMs focused on partner-led accounts in Europe.

  • Foster a culture of collaboration, accountability, and innovation within the team.

  • Define and align team goals with regional and global business objectives, providing clear guidance and coaching.

• Partner Enablement and Customer Engagement

  • Collaborate with Freshworks' channel partners to drive customer success outcomes through joint value propositions.

  • Develop scalable frameworks for onboarding, adoption, and retention tailored to channel customers.

  • Provide strategic support and guidance to partners on customer health, adoption trends, and expansion opportunities.

• Operational Excellence

  • Set and monitor KPIs such as Retention Rates, Customer Health Score, and partner satisfaction.

  • Leverage data insights to identify areas of improvement for both internal teams and partners.

  • Act as a point of escalation for complex customer or partner challenges, ensuring timely resolution.

• Strategic Collaboration

  • Partner with Sales, Channel, Product, and Marketing teams to align customer success strategies with overall business goals.

  • Represent the voice of the customer and partner in internal discussions, contributing to product enhancements and operational refinements.

  • Stay updated on regional trends, compliance requirements, and industry best practices to keep Freshworks competitive in Europe.

Qualifications

• Experience and Expertise

  • 12+ years of experience in Customer Success, Account Management, or Sales roles, preferably in SaaS.

  • Proven success in managing and scaling channel/partner relationships.

  • Demonstrated ability to lead and inspire teams in a fast-paced, cross-cultural environment.

• Skills

  • Exceptional interpersonal and relationship-building skills to engage with partners and customers effectively.

  • Strong analytical skills with the ability to interpret data and provide actionable insights.

  • Proficiency in customer success and people management.

• Leadership Traits

  • Strategic mindset with a results-driven approach to managing partnerships and customer outcomes.

  • Ability to navigate complex stakeholder environments and drive consensus among cross-functional teams.

Preferred Experience

• Expertise in leading CSM teams focused on channel-driven or partner-led accounts in the Saas industry.

• Deep understanding of the European market dynamics, including regulatory and cultural nuances.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.