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 client's 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