Senior Account Manager - EU / UK

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.

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.

• 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).

Skills Inventory

• Customer Relationship Management: Ability to build long-term partnerships with clients and become their go-to advisor.
• Strategic Selling: Experience identifying customer goals and aligning them to product capabilities for value-based sales.
• Sales Pipeline Management: Skilled in maintaining and growing a pipeline; adept at accurate forecasting and timely reporting.
• Cross-functional Collaboration: Comfortable working with internal teams across functions to drive customer outcomes.
• Communication: Excellent written and verbal communication skills, including experience delivering client-facing presentations.
• Initiative & Ownership: Self-starter capable of independently managing customer success and retention.
• Analytical Thinking: Ability to identify trends or risks across the customer portfolio and propose proactive solutions.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.