Senior Account Manager (Digital CX - NA)

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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

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

Job Description

As an Account Manager at Freshworks, you will act as the strategic bridge between our platform and our customers' success. You will drive incremental revenue and deep product adoption by serving as a trusted, consultative partner. By understanding your portfolio's unique business challenges, you will architect Customer Success Plans that deliver measurable ROI, foster long-term C-suite relationships, and champion a high-performance culture of value-based growth.

Roles & Responsibilities

• Strategic Account Management: Manage and nurture a portfolio of key accounts, gaining a deep understanding of their business objectives to drive the successful adoption of the Freshworks suite.

• Revenue Growth & Pipeline Generation: Consistently meet or exceed quarterly revenue targets through targeted upsell and cross-sell initiatives, while proactively generating and maintaining a robust 4x pipeline.

• Complex Deal Execution: Navigate and close large, complex deals by engaging multiple executive-level stakeholders and negotiating win-win, value-based agreements.

• Value Realization: Develop and execute comprehensive Customer Success Plans, helping clients identify industry-specific use cases and articulate compelling ROI.

• Cross-Functional Leadership: Lead and collaborate with internal teams—including Implementations, Support, Billing, and Deal Desks—to orchestrate seamless deployments and resolve complex customer challenges.

• Data-Driven Strategy: Continuously analyze account metrics and sales data to refine your territory strategy, maximizing both revenue and overall customer satisfaction.

Skills & Competencies

• Sales Mastery: Proven expertise in consultative and solution-based selling, with a strong grasp of customer success best practices and value realization.

• Executive Presence: Exceptional ability to build strategic relationships and articulate compelling business cases to VP and C-level stakeholders.

• Domain Expertise: Strong foundational understanding of the CRM, EX (Employee Experience), and CX (Customer Experience) technology landscape.

• Operational Rigor: Robust project management and portfolio prioritization skills, paired with high attention to detail and a willingness to dive "into the weeds" to solve problems.

• Remote Engagement: Highly skilled in conducting impactful virtual presentations, web demos, and navigating end-to-end remote sales processes.

• Drive & Energy: A vibrant, execution-oriented mindset characterized by strong interpersonal communication and a relentless focus on delivering results.

Qualifications

Qualifications

• Experience: 3–6 years of overall sales experience, including at least 2+ years of SaaS or solution-based selling.

• Market Track Record: Demonstrated success driving expansion within SMB & Mid-Market  segments, backed by a history of consistent account growth and quota achievement.

• Education: Bachelor’s or Master’s degree preferred.

• Technical Acumen: A technical background or aptitude is highly advantageous.

• Work Flexibility: Ability and willingness to work in shifts as required by the territory.

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.