Job Description
We’re looking for an experienced Manager of Customer Success to lead and scale our Paris, French team. Based in London, you’ll play a key role in ensuring our Enterprise and Mid-Market customers achieve measurable value and long-term success with Freshworks.
Reporting to the Director, Customer Success EMEA, you’ll define regional strategy, lead a high-performing team of CSMs, and drive alignment across functions to deliver world-class customer outcomes. This is a strategic and hands-on leadership role, ideal for someone who thrives on driving results, developing talent, and shaping customer success at scale.
What You’ll Do
- Lead and mentor a team of 6–8 CSMs.
- Drive customer retention, expansion, and advocacy across Enterprise and Mid-Market segments.
- Build scalable, data-driven frameworks for success plans, health monitoring, and playbooks.
- Partner cross-functionally with Sales, Product, Support, and Marketing on expansion strategy and customer engagement.
- Act as an executive sponsor for strategic accounts, fostering strong, outcome-driven relationships.
- Represent the Voice of the Customer, influencing global Customer Success strategy and best practices.
What Success Looks Like
You’ll lead a motivated, high-performing team that delivers predictable results — driving retention, growth, and customer health. Your impact extends beyond your team, shaping how Freshworks scales Customer Success across Europe through collaboration, operational excellence, and data-driven leadership.
Qualifications
What You’ll Bring
- 8+ years in Customer Success, Account Management, or Consulting within SaaS.
- 3+ years leading and scaling customer-facing teams, ideally across multiple European markets.
- Proven record of driving retention, expansion, and advocacy in Enterprise and Mid-Market accounts.
- Strong cross-functional influence and executive communication skills.
- Analytical, strategic, and people-centered leader with experience using CS and BI tools.
- Fluent in French.
Paris, France Employees work in a hybrid mode 3 days in the office (Monday/Wednesday/Thursday)
Full-time
Company Description
Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
Fresh vision. Real impact. Come build it with us.