Customer success manager

<h3>Company Description</h3><p>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 software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). </p><p>Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.</p><p>Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. </p><h3>Job Description</h3><p>Job Description</p><p>Freshworks is looking for an exceptional Customer Success Manager 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.</p><p>As a Customer Success Manager, you will act as a strategic consultant and trusted advisor to our mid-market and enterprise customers in the Netherlands region. 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.<br/> <br/> <strong>1. Build deep relationships and drive product adoption</strong><br/> - Work along with a pre-defined group of our largest and most important customers. Establish connections to partners ranging from support agents to CxOs.<br/> - Engage with customers in a dedicated and regular manner e.g. in quarterly business reviews, roadmap presentations, and product training.<br/> - Understand and document customers’ organization, its needs, goals, and challenges.<br/> - Educate and train customers on the best ways to use our products and their new features. Help them to follow data-driven approaches and measure KPIs.</p><p><br/> <strong>2. Retain customers</strong><br/> - Analyze product usage data to actively take necessary actions to improve product adoption and reduce churn<br/> - Conduct diagnostics and identify gaps in the customer’s product setup and processes. Evangelize and guide customers to implement improvements.<br/> - Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.</p><p><br/> <strong>3. Inspire customer growth and advocacy</strong><br/> - Work together with the Account Management team to discover opportunities for growth and drive net expansion.<br/> - Promote awareness of Freshworks’ latest innovations and motivate customers to become references, participate in events, and contribute to case studies.<br/> - Find new and creative ways to create “moments of wow” for our customers.</p><h3>Qualifications</h3><ul><li>Experience in a customer-facing role. Experience with consulting or account management is a big plus.</li><li>Bachelor's degree. Having an engineering background is advantageous.</li><li>You are able to communicate clearly and with empathy to become a trusted advisor for our clients.</li><li>You can collaborate effectively with different internal teams (e.g., sales, marketing, product, and support).</li><li>You enjoy learning about Freshworks’ products and their technical foundation.</li><li>You show business insight to understand the client’s needs while keeping a professional attitude.</li><li>You combine an analytical mindset with a can-do attitude. You can identify root causes and develop adequate solutions quickly.</li><li>You can manage multiple projects at ease and can quickly switch contexts from technical to business topics.</li><li>Business-level fluency in any Dutch language is a must</li></ul><h3>Additional Information</h3><p><strong>These are some benefits you can expect from us in return:</strong></p><ul><li>Company funded Life &amp; Long-Term Disability insurance</li><li>Learning &amp; Reading budget of up to €1.000 per year</li><li>Fitness budget of up to €30 per month</li><li>Free yoga classes twice a week</li><li>Company Funded Employee Assistance Program (EAP) for both you and your family</li><li>25 days annual Paid-Time-Off (PTO)</li><li>Discounted Tax Support Services</li></ul><p>At Freshworks, we are creating a global work