Account Manager - Customer Experience

Account Manager (CX-EU)

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

Impact You Can Create

• Accelerate Revenue Growth: Drive continuous revenue expansion within your assigned portfolio by identifying high-value opportunities and consistently over-achieving quota.

• Transform Client Relationships: Pivot standard accounts into strategic partnerships, establishing yourself as a trusted advisor from the operational level up to the CXO suite.

• Champion Lifelong Value: Maximize customer lifetime value and brand loyalty by championing a growth mindset, proactively uncovering new business problems, and crafting creative cross-sell and up-sell solutions.

• Bridge the Product-Client Divide: Act as a critical feedback loop, leveraging your cross-functional experience to translate client business needs into actionable insights for our internal teams.

Roles & Responsibilities

• Strategic Account Management: Develop and maintain deep relationships with key accounts, ensuring ongoing customer satisfaction, retention, and strategic alignment.

• Pipeline & Expansion Ownership: Proactively identify new business opportunities within your portfolio, generating a healthy pipeline, and managing accurate forecasting and sales metrics.

• Cross-Functional Collaboration: Partner closely with internal cross-functional teams—including Product, Marketing, and Customer Success—to navigate agile environments and ensure customer expectations are consistently exceeded.

• Value-Driven Problem Solving: Collaborate intimately with customers to dissect their business flows, maintaining the curiosity needed to provide technical and functional solutions that match their evolving requirements.

• Continuous Learning & Adaptation: Stay ahead of shifting SaaS industry trends, market developments, and competitor activities, rapidly adapting your sales approach to share relevant insights with both clients and internal teams.

• Workplace Alignment: Act as a proactive team player in our collaborative, in-office environment based in Chennai, working across regional shifts as required.

Qualifications

Skills & Competencies

• Learning Agility & Adaptability: A proven "Growth Mindset" with an innate willingness to rapidly learn new technology stacks, navigate ambiguity, and adapt strategies in fluid situations.

• Consultative & Technical Selling: The unique capability to combine sales grit with technical fluency, allowing you to engage effortlessly with everyone from engineering staff to senior CXO executives.

• Communication Excellence: Exceptional written, verbal, and presentation skills (Essential). You must be able to break down complex client or product concepts and articulate them clearly to diverse audiences with varying technical backgrounds.

• Cross-Functional Navigation: Strong interpersonal skills to effectively collaborate across internal departments to unblock client issues and drive account velocity.

• Data-Driven Execution: High proficiency in monitoring, analyzing, and reporting on client status, health indicators, and sales metrics at regular intervals.

Qualifications

• Professional Timeline: 1–3 years of progressive experience in SaaS sales, account management, or farming.

• Proven Track Record: A verifiable history of over-achieving revenue quotas, driving account expansion, and building long-term client retention.

• Versatility: Experience working across diverse client segments (both large enterprises and small businesses) with a demonstrated ability to learn on the fly.

• Education: Bachelor’s Degree in Business, Marketing, Computer Science, or a related field.

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.

Experience Level

Entry Level