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Freshworks brand, common Account Manager title, mid-level experience range, and metro location increase candidate competition.
Requires SaaS customer-success and product fluency, making cross-industry transferability limited.
Explicit 3–7 years requirement and mandatory SaaS retention/expansion experience enforce strict shortlisting.
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Own and manage an assigned portfolio with accountability for both renewals/retention (Gross Revenue Retention) and revenue expansion through upsell and cross-sell.
Proactively engage customers via a tiered digital engagement model to identify risks and growth opportunities, building and executing account-level Customer Success Plans.
Drive consultative value conversations demonstrating ROI tied to product adoption, maintain forecasting and pipeline hygiene, and collaborate cross-functionally to ensure customer success.
3 to 7 years of experience in Customer Success, Account Management, or SaaS sales with direct responsibility for both retention and expansion targets.
Bachelor's degree required; Business or Computer Science background preferred.
Experience managing digital-first portfolios using tech-touch, low-touch, and targeted 1:1 engagement strategies.
Strong knowledge of SaaS retention/expansion metrics (GRR, NRR, churn, expansion ARR, adoption) and proficiency with CRM/customer success tools for forecasting and reporting.
Experienced in balancing account growth (upsell/cross-sell) with strong renewal and retention performance.
Skilled in consultative selling with the ability to build business cases and ROI narratives for multiple stakeholder levels.
Comfortable working in a high-velocity, data-driven environment managing large digital-first portfolios.