Senior Account Manager

📋 Description

• Own an assigned portfolio of accounts end-to-end, including renewal/retention and expansion.
• Proactively engage customers with tiered digital engagement (tech/low-touch) by segment.
• Build account-level success plans to identify upsell opportunities and churn indicators.
• Run consultative value conversations showing ROI, adoption gains, and outcomes tied to Freshworks.
• Drive expansion revenue via upsell and cross-sell to meet or exceed revenue target.
• Identify at-risk accounts using health scores and usage data; coordinate saves.

🎯 Requirements

• 3–7 years in CS, AM, or SaaS with retention and expansion experience.
• Track record of account growth with renewal/retention performance.
• Consultative approach: build business cases, ROI narratives, and plans.
• Experience managing a digital-first portfolio at scale with tech-touch/low-touch and 1:1.
• Knowledge of SaaS retention/expansion metrics — GRR, NRR, churn.
• Bachelor's degree required; Business or CS background preferred.