Advisory Account Manager

About this role

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Skills you'll use

What you'll do

• Own an assigned portfolio of accounts end-to-end, accountable for both renewal/retention (GRR) and expansion outcomes across the book.
• Proactively engage customers using the tiered digital engagement model (tech-touch, low-touch, and 1:many plays based on segment and risk/opportunity signal).
• Build and execute account-level Customer Success Plans that identify whitespace for upsell/cross-sell and flag early indicators of churn or contraction risk.
• Run consultative value conversations with key stakeholders — demonstrating ROI, product adoption gains, and business outcomes tied to the Freshworks suite.
• Drive expansion revenue through upsell (higher tiers, additional seats) and cross-sell (adjacent Freshworks products) to meet or exceed a blended revenue target.
• Identify at-risk accounts early using health scores, usage data, and engagement signals; build and execute save plans in partnership with Support, Billing, and Deal Desk.
• Maintain deep product fluency across the Freshworks suite to run demos, map use cases, and recommend the best-fit solution for a customer's problem.
• Use the customer success platform to track account health, adoption metrics, and pipeline, and to report portfolio status on a defined cadence.
• Partner cross-functionally with RevOps, Renewals, Sales, Support, and Product Marketing to remove friction across the customer journey.
• Maintain accurate forecasting and pipeline hygiene for both the expansion and renewal book.

Who can apply

• Partner cross-functionally with RevOps, Renewals, Sales, Support, and Product Marketing to remove friction across the customer journey.
• Maintain accurate forecasting and pipeline hygiene for both the expansion and renewal book.
• Adhere to Freshworks compliance and information security processes in all customer-facing activity.
• Consistent attainment against a blended quota comprising Net Expansion (upsell/cross-sell bookings) and Gross Revenue Retention (renewal/anti-churn).
• Improving product adoption and account health scores across the assigned portfolio.
• A portfolio where expansion is proactively sourced — not just reactive to inbound demand — while renewal risk is caught and mitigated well ahead of the renewal date.
• 3–7 years in Customer Success, Account Management, or SaaS sales, with direct experience carrying both a retention and an expansion/upsell number.
• Demonstrated track record of account growth (upsell/cross-sell) alongside strong renewal/retention performance — not one at the expense of the other.

About Freshworks

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