Lead - Account Management (CX - US Enterprise)

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

The Account Management team partners with existing customers to maximize the value of their Freshworks investment while driving long-term revenue growth. As a Senior Account Manager, you will nurture strategic customer relationships, identify expansion opportunities, and position Freshworks as a trusted business partner through consultative engagement.

Experience: 6-9 years of experience in SaaS Account Management, Sales, or Customer-Facing Revenue roles.

Impact You Will Create:

• Drive sustainable revenue growth by expanding business within an existing portfolio of customers.
• Build trusted executive relationships that improve customer retention and long-term account value.
• Partner cross-functionally to deliver business outcomes and create exceptional customer experiences.

Roles & Responsibilities (R&R)

Portfolio Management: Own and grow a portfolio of Mid-Market and Enterprise customer accounts, ensuring high customer satisfaction, retention, and long-term success.

Revenue Expansion: Identify and execute cross-sell, upsell, and expansion opportunities aligned with customer business objectives.

Strategic Account Planning: Develop account growth strategies by understanding customer priorities, organizational goals, and evolving business needs.

Relationship Management: Build strong relationships with key stakeholders and decision-makers, positioning yourself as a trusted advisor throughout the customer lifecycle.

Pipeline & Forecasting: Maintain an accurate sales pipeline, forecast revenue, and provide regular updates on account health and growth opportunities.

Cross-Functional Collaboration: Work closely with Product, Customer Success, Marketing, Solutions Engineering, and Support teams to deliver value-driven customer outcomes.

Consultative Selling: Conduct business reviews and strategic conversations to uncover customer challenges, recommend tailored solutions, and demonstrate measurable business value.

Market Intelligence: Stay informed on industry trends, customer priorities, and competitive offerings to effectively position Freshworks solutions.

Qualifications

Skills & Competencies

Account Management: Proven ability to build, manage, and grow strategic customer relationships across multiple stakeholders.

Commercial Acumen: Strong track record of achieving or exceeding revenue, retention, and expansion targets through consultative selling.

Communication: Excellent written, verbal, and presentation skills with the ability to communicate complex business and technical concepts to diverse audiences.

Strategic Thinking: Ability to understand customer business objectives and develop tailored account growth strategies.

Ownership: Self-driven professional capable of independently managing both large and small customer portfolios.

Forecasting & Reporting: Experience maintaining sales pipelines, forecasting revenue, and reporting on key business metrics.

Qualifications & Workplace Requirements

Experience: 6 years of experience in Account Management, Customer Success with commercial ownership, or B2B SaaS Sales.

Education: Minimum Graduation / Bachelor's Degree is mandatory.

Work Setup: In-office role based on the allotted shift alignment.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.