Senior Account Manager

About the role

This position manages a portfolio of accounts with a focus on both retaining current revenue and generating new growth. You will act as a primary advisor for customers, balancing proactive outreach with data-driven strategies to ensure long-term success.

Key facts

What you'll do

• Manage a portfolio of accounts to meet targets for Gross Revenue Retention and Net Expansion.
• Execute digital engagement strategies including tech-touch and low-touch models to reach customers at scale.
• Create and implement account plans that highlight opportunities for cross-selling and upselling while monitoring churn risks.
• Lead consultative discussions with stakeholders to demonstrate product value and return on investment.
• Identify and mitigate account risks by collaborating with support, billing, and deal desk teams.
• Maintain product knowledge to conduct demonstrations and suggest solutions tailored to client needs.
• Track account health, adoption metrics, and revenue forecasts within the company customer success platform.
• Coordinate with internal departments such as RevOps, Sales, and Product Marketing to improve the customer experience.
• Ensure all activities comply with company information security and operational standards.

Requirements

• 3 to 7 years of experience in SaaS sales, account management, or customer success.
• Proven history of managing both retention and expansion revenue targets simultaneously.
• Ability to build business cases and ROI narratives for diverse stakeholders.
• Experience managing large portfolios using digital-first and tech-touch engagement methods.
• Proficiency in SaaS metrics including GRR, NRR, churn, and expansion ARR.
• Strong verbal and written communication skills for explaining technical concepts.
• Bachelor degree required, preferably in Business or Computer Science.

Skills & tools

• CRM software
• Customer success platforms
• Forecasting and pipeline management tools
• Data-driven account health analysis

Practical notes

Freshworks is an equal opportunity employer that values a diverse workforce across all backgrounds and identities. The company supports over 72,000 clients including Sony Music, S&P Global, and New Balance.