Senior Account Manager (Digital CX - NA)

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

As an Account Manager at Freshworks, you will act as the strategic bridge between our platform and our customers' success. You will drive incremental revenue and deep product adoption by serving as a trusted, consultative partner. By understanding your portfolio's unique business challenges, you will architect Customer Success Plans that deliver measurable ROI, foster long-term C-suite relationships, and champion a high-performance culture of value-based growth.

Roles & Responsibilities

- Strategic Account Management: Manage and nurture a portfolio of key accounts, gaining a deep understanding of their business objectives to drive the successful adoption of the Freshworks suite.

- Revenue Growth & Pipeline Generation: Consistently meet or exceed quarterly revenue targets through targeted upsell and cross-sell initiatives, while proactively generating and maintaining a robust 4x pipeline.

- Complex Deal Execution: Navigate and close large, complex deals by engaging multiple executive-level stakeholders and negotiating win-win, value-based agreements.

- Value Realization: Develop and execute comprehensive Customer Success Plans, helping clients identify industry-specific use cases and articulate compelling ROI.