Senior Account Manager (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.

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

We are seeking an experienced and strategic Senior Account Manager to nurture and grow relationships with key customers. This role is critical in driving customer satisfaction, maximizing account value, and identifying new revenue opportunities within your portfolio. You will work cross-functionally to ensure client needs are not only met but exceeded, positioning yourself as a trusted advisor and long-term partner to your customers.

The ideal candidate brings a strong blend of consultative selling, account management, and communication skills, with a demonstrated ability to build lasting relationships and drive revenue through upselling and cross-selling strategies.

Roles & Responsibilities:

• Manage and grow a portfolio of key accounts to ensure high levels of customer satisfaction and retention.

• Identify and pursue new business opportunities within existing accounts.

• Build and maintain a strong sales pipeline, including forecasting and reporting on key performance metrics.

• Drive revenue growth by identifying cross-sell and up-sell opportunities aligned to customer goals.

• Collaborate with cross-functional teams such as Product, Marketing, and Customer Success to deliver value-driven solutions.

• Act as a strategic partner to customers by understanding their business objectives and offering tailored solutions.

• Stay informed of market trends, industry developments, and competitor offerings to better position Freshworks' products.

• Work in the US shift based out of the chennai office on all 5 days.

Qualifications

• 4-6 years of experience in a customer-facing sales or account management role.

• Proven experience in building and maintaining strategic client relationships.

• Demonstrated ability to articulate complex ideas to a diverse audience, adapting as needed for varying levels of technical or business understanding.

• Experience managing both large and small accounts independently.

• Strong track record of meeting or exceeding revenue and retention targets.

• Bachelor's degree in Business, Marketing, or a related field (preferred).

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.