Senior Manager - Customer Success at FreshBooks

Paris, Île-de-France, France

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ExperienceIndustries

Requirements

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
Fluency in English required; French or German strongly preferred

Responsibilities

Lead and mentor a team of 6–10+ CSMs across multiple European markets
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

Skills

Customer Success

Team Leadership

Mentoring

Regional Strategy

Enterprise Sales

Mid-Market

CSM Management

Customer Outcomes

FreshBooks

Cloud-based accounting software for businesses

About FreshBooks

FreshBooks provides cloud-based accounting software aimed at simplifying financial management for small to medium-sized businesses and self-employed professionals. The software allows users to efficiently track expenses, time, and invoices, making it accessible even for those without accounting experience. Users subscribe to the service with various pricing tiers, and they can take advantage of a 30-day money-back guarantee and an 80% discount for the first four months. FreshBooks stands out from competitors by offering a user-friendly interface and mobile accessibility, enabling users to manage their finances on the go. The company's goal is to help business owners and accountants streamline their financial processes, improve organization, and enhance client relationships.

Toronto, CanadaHeadquarters

2003Year Founded

$149.6MTotal Funding

DEBTCompany Stage

Consumer Software, FintechIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

401(k) Company Match

Stock Options

Unlimited Paid Time Off

Parental Leave

Home Office Stipend

Professional Development Budget

Risks

Increased competition from market leaders may impact FreshBooks' market share.

Dependency on Stripe's technology could pose risks if Stripe faces issues.

Economic downturns may threaten FreshBooks' subscription-based revenue model.

Differentiation

FreshBooks offers a user-friendly platform for non-accountants, simplifying financial management.

The company provides mobile-friendly solutions, catering to the rise of remote work.

FreshBooks' integration with Shopify enhances e-commerce capabilities for online businesses.

Upsides

FreshBooks' subscription model aligns with industry trends, boosting customer acquisition and retention.

The expansion of Stripe Connect features enhances FreshBooks Payments, improving payment processing.

AI-driven financial analytics tools can provide predictive insights, enhancing decision-making.

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