Lead - Account Management (CX - US Enterprise)

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

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

Job Description

The Account Management team partners with existing customers to maximize the value of their Freshworks investment while driving long-term revenue growth. As a Senior Account Manager, you will nurture strategic customer relationships, identify expansion opportunities, and position Freshworks as a trusted business partner through consultative engagement.

Experience: 6-9 years of experience in SaaS Account Management, Sales, or Customer-Facing Revenue roles.

Impact You Will Create:

Drive sustainable revenue growth by expanding business within an existing portfolio of customers.

Build trusted executive relationships that improve customer retention and long-term account value.

Partner cross-functionally to deliver business outcomes and create exceptional customer experiences.

Roles & Responsibilities (R&R)

Portfolio Management: Own and grow a portfolio of Mid-Market and Enterprise customer accounts, ensuring high customer satisfaction, retention, and long-term success.

Revenue Expansion: Identify and execute cross-sell, upsell, and expansion opportunities aligned with customer business objectives.