Freshworks
Senior Customer Success Manager
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Senior Customer Success Manager
Senior Customer Success Manager – Customer Success Team, London
About Freshworks
Organizations worldwide grapple with the high costs and complexities of "solutions" that claim to simplify their operations. To create better experiences for customers and employees, or stifle growth. Software isn’t just a choice—it can make or break a business.
Freshworks offers a different approach. We deliver uncomplicated service software that empowers superior employee experience (EX) and customer experience (CX). Our people-first AI strategy removes friction, helping businesses:
- Reduce operational complexity
- Lower cost-to-serve
- Deliver human-centric, enterprise-ready support
Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, rely on Freshworks to transform their EX and CX operations.
Fresh vision. Real impact. Come build it with us.
About the Role
Freshworks is seeking exceptional candidates for a Senior Customer Success Manager role in London. At Freshworks, we champion our customers.
This position is critical to fostering long-term relationships, ensuring customer retention, and driving evolution with our existing clients.
Key Responsibilities
- Assume the title of "Customer Champion", nurturing clients from implementation to sustained growth
- Own the customer as the primary contact:
- Define and execute success plans with clear deliverables
- Steward post-sale journeys with transparent communication
- Partner with Strategic Account Managers to develop Account Plans and chart expansion strategies
- Identify, qualify, and collaborate in closing growth opportunities
- Ensure end-to-end customer satisfaction by coordinating with Professional Services, Support, and Partners
- Deliver consultative support, educating clients on business objectives and freshways to leverage our platform
- Uplift credibility among C-level stakeholders by advocating our "Customers for Life" philosophy
- Quantify the lasting impact of Freshworks on customer outcomes using value frameworks and ROI models
- Educate and coach clients to improve product adoption
- Proactively manage risk through regular touchpoints and strategic resolutions
- Convert high-performing customers into brand advocates via:
- Participation in reference calls
- Contributions to case studies, webinars, blogs
- Introduce new products and features based on insights from persuasive conversations
- Be the Voice of the Customer, acting as liaison between internal teams (Engineering, Product, Sales, Support, and Execs) and ensuring alignment
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Requirements
- 7+ years of experience in Customer Success, SaaS, or B2B solution consultancy (preferably in Mid-Market or Enterprise environments)
- Preference for background as a Solution Engineer, Sales Engineer, or Account Executive
- Hands-on experience positioning a tech suite of products within existing accounts
- Consultative mindset, adept at translating customer business goals into technological solutions
- Proven ability to grow customer revenue through proactive engagement
- Previous CIO, CTO, Director-level relationships at clients (preferred)
- Ability to lead strategy discussions, executive reviews, and presentations positively
- Strong demo and upsell capabilities, able to articulate key use cases comprehensively
- Demonstrated change influence in complex environments
- Energetic yet authoritative communication (in-person, virtual, and written)
- Comfort leading a global team within Flexible-Hour Operational Metrics (OHM)
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Diversity & Inclusion at Freshworks
We celebrate individuality and champion equality because we believe inclusion accelerates innovation and community. At Freshworks:
- Gender, race, sexuality, religion, ethnicity, or background are nowhere weighed against each other
- Our workplace is constructed to unleash growth—for you and our business
Please note: Due to UK employment regulations, this role is not eligible for visa sponsorship.
Why Join Freshworks?
- Company-funded Life & LTD insurance
- Pension scheme
- Comprehensive Medical Insurance + Health Cash Plan
- £1,000 Learning & Reading Budget
- Monthly Fitness Budget up to £30 — plus Cycle-to-Work Scheme
- Company-paid lunch when in-office
- Employee Assistance Program (EAP) for personal and family support
- 25 Days Annual Paid Time Off (PTO)
- Discounted Tax Support Services
Freshworks is where passion and potential meet purpose. Let’s grow it together.
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