Senior Customer Success Manager (Dutch Speaker)

About the role

Freshworks is looking for an exceptional addition to our Customer Success team in Utrecht. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.

As a Senior Customer Success Manager (Dutch Speaker), you will act as a strategic consultant and trusted advisor to our mid-market and enterprise customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully. The foundation for this engagement is a precise understanding of our solution as well as in-depth knowledge of the client's business and industry trends.

Responsibilities

• ‘Own the customer’ as the primary point of contact, demonstrate value and drive Freshworks adoption to achieve business goals
• Work closely with the Account Manager to develop Account Plans for your customers which will be the roadmap for account expansion
• Partner with the Account Manager to help ensure expansion opportunities are identified and closed successfully
• Work closely with professional services, support and partners to deliver seamless 360-degree support to meet customer needs
• Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives
• Build credibility, and relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy
• Be passionate about the products, understand the outcomes the Freshworks product and its features deliver to customer's goals; be able to quantify impact with a value assessment framework and ROI models
• Provide coaching and education to improve adoption of the Freshworks product
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
• Introduce and implement new products and features to your customers based on needs that you have uncovered in your conversations
• Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers

Qualifications

Preferred Experience

• At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers. Background as a Solution Engineer, Solution Architect or similar consultative role is a plus.
• Experience in presenting technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions
• Experience in proactively growing customer relationships while being curious to understand client’s business
• Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities
• Experience across verticals such as retail, financial services, travel, public sector, publishing etc is a plus
• Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)
• Experience with executive business reviews and similar senior-level presentations with positive outcomes
• At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases
• Experience influencing change in a complex organisation
• Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
• Comfortable in a fast-paced, global team
• Native level proficiency in Dutch is a must