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 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 clients business and industry trends.

• 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 clients 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 days in the office

These are some benefits you can expect from us in return

• 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

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.

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time