Lead - Customer Success Manager (Dutch Speaking)

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick-to-implement, and well-designed software for the end user. More than 60,000 companies worldwide—from startups to public companies—use Freshworks software-as-a-service (SaaS) to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM). The Freshworks suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), and Freshservice (IT service desk).

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. Our Customer Success team in Utrecht plays a central role in this effort and is the primary driver to retain and develop our existing customers. Being a customer champion is part of our culture and a guideline for everything we do.

Job Description

Lead - Customer Success Manager (Individual Contributor)

As a Lead - Customer Success Manager, you will act as a strategic consultant and trusted advisor to our mid-market and enterprise customers. You will engage with key partners and help them use the Freshworks platform fully, based on a precise understanding of our solution and in-depth knowledge of the client's business and industry trends.

Key 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, serving as 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 customers' business goals and objectives
• Build credibility, 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 customers' goals; be able to quantify impact with a value assessment framework and ROI models
• Provide coaching and education to improve the 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 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

• 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 a 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 the 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

Additional Information & Benefits

• This is a hybrid role with 3 days in the office
• Life and Permanent disability insurance
• Learning and reading budget of up to €1,000 per year
• 25 days of annual Paid-Time-Off (PTO)
• Additional days paid time off (PTO) for every year of service for the first 5 years of your employment
• Company Funded Employee Assistance Program (EAP) for both you and your family
• Commuting Benefits
• Discounted Tax Support Services