Advisory Account Manager

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3-7 yearsEducation: bachelorsSkills: ["Consultative communication","Written communication","Stakeholder management","Self-starter","Prioritization"]

Own a portfolio of Freshworks accounts end-to-end, driving both Gross Revenue Retention and Net Expansion through proactive, digital-first customer engagement. Build account-level Customer Success Plans, run consultative ROI and value conversations, and execute upsell/cross-sell strategies to meet blended renewal and expansion targets. Use health scores, usage and engagement signals to identify risks early, coordinate with Support, Billing, Deal Desk, and RevOps, and maintain forecasting and pipeline hygiene.

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Freshworks
Freshworks
22 hours ago

Advisory Account Manager

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Last checked: 14 hours agoStatus: Live

Job Summary

Own a portfolio of Freshworks accounts end-to-end, driving both Gross Revenue Retention and Net Expansion through proactive, digital-first customer engagement. Build account-level Customer Success Plans, run consultative ROI and value conversations, and execute upsell/cross-sell strategies to meet blended renewal and expansion targets. Use health scores, usage and engagement signals to identify risks early, coordinate with Support, Billing, Deal Desk, and RevOps, and maintain forecasting and pipeline hygiene.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own an assigned portfolio end-to-end, accountable for renewal/retention (GRR) and expansion outcomes.
  • •Proactively engage customers using tiered digital engagement models based on segment and risk/opportunity signals.
  • •Build and execute account-level Customer Success Plans to uncover upsell/cross-sell whitespace and flag churn or contraction risks.
  • •Run consultative value conversations with key stakeholders to demonstrate ROI, product adoption gains, and business outcomes.
  • •Identify at-risk accounts using health scores and engagement signals, build save plans with Support, Billing, and Deal Desk, and maintain forecasting/pipeline hygiene.

Key Requirements

  • •3–7 years in customer success, account management, or SaaS sales, with direct experience carrying both retention and expansion/upsell targets.
  • •Proven track record of account growth (upsell/cross-sell) alongside strong renewal/retention performance.
  • •Consultative approach building business cases, ROI narratives, and stakeholder-mapped account plans.
  • •Experience managing a digital-first portfolio at scale using tech-touch, low-touch, and 1:many engagement.
  • •Bachelor's degree required (Business or Computer Science preferred).
Experience:3-7 yearsSaaS
Education:Bachelor's
Skills:Consultative communicationWritten communicationStakeholder managementSelf-starterPrioritization
Languages:English (US)
Tech Stack:CRMCustomer success platform

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
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