Senior Account Manager

Overview

Senior Account Manager

As a key player in the team, you'll be responsible for developing long-term relationships with strategic customers, identifying new business opportunities within your portfolio, and maximizing customer lifetime value through upselling and cross-selling initiatives. Your ability to connect business needs with product solutions, especially in a digital transformation context, will be critical to success.

we're looking for a self-starter with a growth mindset, solid SaaS sales experience, and the confidence to engage with stakeholders ranging from technical teams to the C-suite.

Roles & Responsibilities

• Manage a portfolio of key customer accounts, ensuring high levels of customer satisfaction, engagement, and retention.
• Drive revenue growth by identifying expansion opportunities through upselling and cross-selling.
• Build and manage a healthy sales pipeline, providing accurate forecasting and reporting on key metrics.
• Act as a trusted advisor by understanding customer goals and aligning Freshworks solutions to deliver measurable impact.
• Lead and support account planning efforts, including the development of tailored strategies for high-value accounts.
• Collaborate cross-functionally with Product, Marketing, and Customer Success teams to solve customer challenges and enhance experience.
• Serve as a subject matter expert on digital transformation trends across Customer Experience (CX) and Employee Experience (EX).
• Mentor and support junior Account Managers, helping them navigate challenges and hit performance goals.
• Provide feedback and market intelligence to internal teams to shape product roadmaps and go-to-market strategies.
• Stay informed on industry trends, competitor moves, and customer expectations to proactively manage risks and opportunities.

• 4 7 years of experience in SaaS account management, sales, or customer success.
• Proven track record of meeting or exceeding revenue targets by growing existing customer accounts.
• Experience working with mid-market or enterprise clients across digital, CX, or EX domains.
• Bachelor s degree in Business, Marketing, or a related field is preferred.
• Previous exposure to customer lifecycle management, strategic planning, and cross-functional collaboration.
• Demonstrated ability to mentor peers or junior team members.

Skills InventorySales & Account Management

• Strategic selling and pipeline management
• Cross-sell and up-sell execution
• Consultative and value-based selling

Customer Engagement

• Stakeholder mapping and CXO-level engagement
• Digital transformation awareness (CX/EX)
• Solution positioning and objection handling

Communication & Leadership

• Strong presentation and storytelling abilities
• Excellent verbal and written communication
• Experience mentoring or guiding a team

Tools & Technical Aptitude

• Comfortable using CRM systems (e.g., Salesforce, HubSpot)
• Familiarity with digital business models and SaaS technologies
• Analytical mindset with a data-driven approach to decision-making