Senior Account Management

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Overview

Senior Account Manager

Roles & Responsibilities

• Own and manage relationships with a portfolio of assigned mid-market or enterprise customers
• Understand customers’ strategic goals and align Freshworks products to address their business needs
• Drive revenue growth through strategic account planning, upselling, and cross-selling
• Build and execute Customer Success Plans tailored to each account’s goals
• Proactively manage renewals and ensure customer retention
• Engage with key stakeholders across customer organizations, including VP and C-level decision-makers
• Lead value-based conversations and product demos to expand usage across teams
• Collaborate with internal teams (Customer Success, Solutions Engineering, Billing, Support, Product) to resolve issues and deliver exceptional customer experience
• Conduct regular business reviews and share insights on product usage, performance, and optimization
• Track account health, pipeline, and forecast revenue accurately
• Represent the customer voice internally to help shape product roadmap and go-to-market strategies
  

Qualifications

• 4–6 years of overall experience in Sales or Account Management
• Minimum 2 years of SaaS sales or solution-based selling experience
• Experience managing and growing complex customer accounts in mid-market or enterprise segments
• Demonstrated success in driving product adoption, customer retention, and revenue growth
• Proven track record of meeting or exceeding targets and KPIs
• Strong understanding of the SaaS business model and customer lifecycle
• Experience working with CRM platforms (Salesforce, HubSpot, etc.)
• Bachelor’s degree required; technical or business-related degree preferred

Skills Inventory

• Account Management:

  Managing a portfolio of mid-market or enterprise customers, building long-term relationships

• Consultative Selling:

  Identifying customer needs and aligning Freshworks solutions to business goals

• Upselling & Cross-selling:

  Driving revenue growth through expansion strategies within existing accounts

• Strategic Account Planning:

  Creating and executing Customer Success Plans and revenue generation strategies

• Stakeholder Engagement:

  Communicating effectively with VP and C-level executives

• Value-based Selling:

  Leading ROI and business impact discussions

• Customer Retention:

  Managing renewals, minimizing churn, and identifying risk early

• Sales Forecasting:

  Maintaining accurate pipeline and revenue forecasts

• CRM Fluency:

  Working with tools like Salesforce or other CRM systems

• Collaboration:

  Working closely with internal teams (Customer Success, Product, Billing, Support) to deliver customer outcomes

• Presentation & Communication:

  Delivering product demos, QBRs, and high-stakes customer conversations

• Data Analysis:

  Interpreting usage metrics and account health data to drive strategy

• Problem Solving:

  Handling customer escalations and resolving issues proactively

• Project Management:

  Managing multiple customer engagements and tasks in parallel

• SaaS Business Acumen:

  Understanding of the customer lifecycle and software adoption best practices

• Adaptability:

  Navigating a dynamic environment and shifting customer needs

• Customer Centricity:

  Advocating for customer needs within Freshworks and delivering value consistently

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.