Lead - 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 affordable, quick-to-implement, and design software for the end user. More than 60,000 companies - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).</p><p>Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation) and Freshservice (IT service desk).</p><h3>Job Description</h3><p>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.</p><p>In this <strong>Individual Contributor</strong> 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.</p><ul><li>‘Own the customer’ as the primary point of contact, demonstrate value and drive Freshworks adoption to achieve business goals</li><li>Work closely with the  Account Manager to develop Account Plans for your customers, which will be the roadmap for account expansion</li><li>Partner with the Account Manager to help ensure expansion opportunities are identified and closed successfully</li><li>Work closely with professional services, support, and partners to deliver seamless 360-degree support to meet customer needs</li><li>Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives</li><li>Build credibility, relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy</li><li>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</li><li>Provide coaching and education to improve the adoption of the Freshworks product</li><li>Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogs</li><li>Introduce and implement new products and features to your customers based on needs that you have uncovered in your conversations</li><li>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</li></ul><h3>Qualifications</h3><ul><li>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.</li><li>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</li><li>Experience in proactively growing customer relationships while being curious to understand the client’s business</li><li>Prior experience in an environment where you managed a book of business in technology, which included significant growth in net new opportunities</li><li>Experience across verticals such as retail, financial services, travel, public sector, publishing, etc is a plus</li><li>Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)</li><li>Experience with executive business reviews and similar senior-level presentations with positive outcomes</li><li>At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases</li><li>Experience influencing change in a complex organisation</li><li>Engaging phone &amp; video presence: enthusiastic and high energy, but also poised, confident, and extremely professional</li><li>Comfortable in a fast-paced, global team</li><li><strong>Native level proficiency in Dutch is a must</strong></li></ul><h3>Additional Information</h3><ul><li><strong>This will be a hybrid role with 3 days in the office</strong></li></ul><p><strong>These are some benefits you can expect from us in return</strong></p><ul><li>Life and Permanent disability insurance</li><li>Learning and reading budget of up to €1.000 per year</li><li>25 days of an