Job Description

Job Title: Lead – Customer Success Manager (Dutch Speaking)

Company: Freshworks

Years of Experience: 5+ years in Customer Success or related B2B SaaS roles

Location: Utrecht, Netherlands (Hybrid – 3 days in office)

Role Type: Full-Time

Salary: Not disclosed

Eligibility:

• Native-level Dutch proficiency (mandatory).
• Proven success managing mid-market or enterprise B2B clients in technology/SaaS.
• Strong ability to drive customer adoption, retention, and expansion.
• Experience in influencing C-level stakeholders and delivering business reviews.

Role Overview:

As a Lead Customer Success Manager, you’ll act as a strategic consultant and trusted advisor to enterprise customers, driving adoption and measurable value through Freshworks’ suite of CX and EX products. You’ll “own the customer” by ensuring success across onboarding, expansion, and advocacy, while collaborating with internal teams to deliver a seamless, outcomes-driven customer experience.

Key Responsibilities:

Own end-to-end customer lifecycle management — from onboarding and adoption to renewal and expansion. Build trusted relationships with C-level executives, provide value-driven consultations, and align business goals with Freshworks solutions. Collaborate with Sales, Support, Product, and Professional Services teams to deliver customer success and retention outcomes. Identify opportunities for upsell, cross-sell, and advocacy across your portfolio.

Skills and Qualifications:

5+ years of Customer Success, Account Management, or Solution Consulting experience in B2B SaaS. Strong in stakeholder management, executive engagement, and value realization. Skilled in business reviews, ROI modeling, and consultative selling. Excellent communication, relationship-building, and presentation skills. Fluent in Dutch and English, with a passion for customer advocacy and continuous improvement.