Lead - Customer Success Manager (Dutch Speaking) at FreshBooks

Utrecht, Utrecht, Netherlands

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Customer ExperienceIndustries

Requirements

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
Experience in consulting and translating customer business and technology needs into technology solutions
Experience in proactively growing customers (inferred from incomplete description)
Dutch speaking

Responsibilities

Act as a strategic consultant and trusted advisor to mid-market and enterprise customers
Engage with key partners and help them fully use the Freshworks platform
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 as the roadmap for account expansion
Partner with the Account Manager to identify and close expansion opportunities successfully
Work closely with professional services, support, and partners to deliver seamless 360-degree support
Be consultative and build in-depth relationships and understanding of customers' business goals and objectives
Build credibility, relationships, and influence with C-level stakeholders by advocating the ‘Customers for Life’ philosophy
Be passionate about the products, understand outcomes and features, quantify impact with value assessment framework and ROI models
Provide coaching and education to improve product adoption
Identify successful customers and turn them into advocates (e.g., reference calls, case studies, webinars, blogs)
Introduce and implement new products and features based on customer needs
Collaborate with internal stakeholders (Engineering, Product, Sales, Support, Execs) to achieve customer goals, act as “Voice of the Customer,” provide visibility/escalations, and maintain strong reference ability

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementDutchStrategic ConsultingMid-MarketEnterpriseCustomer RetentionPlatform AdoptionIndustry Knowledge

Questions & Answers

Common questions about this position

Is this role remote or on-site?

This is an on-site position located in Utrecht.

What is the salary range for this position?

This information is not specified in the job description.

What are the key responsibilities of this role?

Key responsibilities include owning the customer as the primary point of contact, working with Account Managers on account plans, partnering for expansion, providing 360-degree support, building C-level relationships, and driving product adoption through coaching and value assessments.

What is the company culture like at Freshworks?

Freshworks emphasizes a people-first approach, being customer champions as part of the culture, and a 'Customers for Life' philosophy, with the Customer Success team playing a central role in retaining and developing customers.

What makes a strong candidate for this Customer Success Manager role?

Strong candidates should be Dutch-speaking strategic consultants who excel at building C-level relationships, deeply understanding client businesses, driving product adoption, quantifying ROI, and collaborating cross-functionally in a customer-centric environment.

FreshBooks

Cloud-based accounting software for businesses

About FreshBooks

FreshBooks provides cloud-based accounting software aimed at simplifying financial management for small to medium-sized businesses and self-employed professionals. The software allows users to efficiently track expenses, time, and invoices, making it accessible even for those without accounting experience. Users subscribe to the service with various pricing tiers, and they can take advantage of a 30-day money-back guarantee and an 80% discount for the first four months. FreshBooks stands out from competitors by offering a user-friendly interface and mobile accessibility, enabling users to manage their finances on the go. The company's goal is to help business owners and accountants streamline their financial processes, improve organization, and enhance client relationships.

Toronto, CanadaHeadquarters

2003Year Founded

$149.6MTotal Funding

DEBTCompany Stage

Consumer Software, FintechIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

401(k) Company Match

Stock Options

Unlimited Paid Time Off

Parental Leave

Home Office Stipend

Professional Development Budget

Risks

Increased competition from market leaders may impact FreshBooks' market share.

Dependency on Stripe's technology could pose risks if Stripe faces issues.

Economic downturns may threaten FreshBooks' subscription-based revenue model.

Differentiation

FreshBooks offers a user-friendly platform for non-accountants, simplifying financial management.

The company provides mobile-friendly solutions, catering to the rise of remote work.

FreshBooks' integration with Shopify enhances e-commerce capabilities for online businesses.

Upsides

FreshBooks' subscription model aligns with industry trends, boosting customer acquisition and retention.

The expansion of Stripe Connect features enhances FreshBooks Payments, improving payment processing.

AI-driven financial analytics tools can provide predictive insights, enhancing decision-making.

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