Senior Account Manager

Senior Account Manager

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

We are seeking a Senior Account Manager to join our high-impact Digital Expansion sales team. This role is ideal for a dynamic, customer-focused professional who thrives in a fast-paced, target-driven environment and is passionate about driving value and revenue from existing customer accounts.

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.

Qualifications

• 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 Inventory

Sales & 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

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.

Experience LevelSenior Level

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