Manager - Customer Success Mid Tier EU
Manager - Customer Success Mid Tier EU
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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 longterm customer success across the region.
Key Responsibilities
Team Leadership and Development
Build mentor and manage a highperforming team of CSMs focused on partnerled 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 fastpaced crosscultural environment.
Skills
Exceptional interpersonal and relationshipbuilding 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 resultsdriven approach to managing partnerships and customer outcomes.
Ability to navigate complex stakeholder environments and drive consensus among crossfunctional teams.
Preferred Experience
Expertise in leading CSM teams focused on channeldriven or partnerled 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
