Lead Customer Success Manager

Company Description

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). 

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.

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. 

Job Description

Freshworks is looking for an exceptional Lead 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.

As a Lead 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.
1. Build deep relationships and drive product adoption
- Work along with a pre-defined group of our largest and most important customers. Establish connections to partners ranging from support agents to CxOs.
- Engage with customers in a dedicated and regular manner e.g. in quarterly business reviews, roadmap presentations, and product training.
- Understand and document customers’ organization, its needs, goals, and challenges.
- 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.

2. Retain customers
- Analyze product usage data to actively take necessary actions to improve product adoption and reduce churn
- Conduct diagnostics and identify gaps in the customer’s product setup and processes. Evangelize and guide customers to implement improvements.
- Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.

3. Inspire customer growth and advocacy
- Work together with the Account Management team to discover opportunities for growth and drive net expansion.
- Promote awareness of Freshworks’ latest innovations and motivate customers to become references, participate in events, and contribute to case studies.
- Find new and creative ways to create “moments of wow” for our customers.

Qualifications

• Experience in a customer-facing role. Experience with consulting or account management is a big plus.
• Bachelor's degree. Having an engineering background is advantageous.
• You are able to communicate clearly and with empathy to become a trusted advisor for our clients.
• You can collaborate effectively with different internal teams (e.g., sales, marketing, product, and support).
• You enjoy learning about Freshworks’ products and their technical foundation.
• You show business insight to understand the client’s needs while keeping a professional attitude.
• You combine an analytical mindset with a can-do attitude. You can identify root causes and develop adequate solutions quickly.
• You can manage multiple projects at ease and can quickly switch contexts from technical to business topics.
• Business-level fluency in Dutch language is a must

Additional Information

These are some benefits you can expect from us in return

• Life and Permanent disability insurance
• Free yoga classes twice a week
• 25 days annual Paid-Time-Off (PTO) 
• 4% of employee gross salary excluding holiday pay as Pension supplement
• 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.