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.