Lead - Customer Success Manager (Dutch Speaking)

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.

In this Individual Contributor role as a Lead - Customer Success Manager (Dutch Speaking), 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.

What you’ll do

• ‘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, 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 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

• 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

This will be a hybrid role with 3 fixed days in the office (Monday/Wednesday/Thursday) and 2 days working from home.

Benefits

• 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