SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Freshworks is seeking an Advisory Account Manager (AAM) for a dual-mandate, portfolio-owning role that blends customer success and account expansion. Unlike traditional CSM or hunter-AM positions, the AAM operates as a trusted advisor across the full customer lifecycle, simultaneously responsible for protecting Gross Revenue Retention (GRR) and driving Net Expansion Revenue through upsell and cross-sell activities.
Key Responsibilities:
- Own an assigned portfolio of accounts end-to-end, accountable for both renewal/retention and expansion outcomes.
- Proactively engage customers using a tiered digital engagement model (tech-touch, low-touch, and 1:many plays) based on segment and risk/opportunity signals.
- Build and execute account-level Customer Success Plans that identify whitespace for upsell/cross-sell and flag early churn or contraction risk indicators.
- Run consultative value conversations with key stakeholders, demonstrating ROI, product adoption gains, and business outcomes tied to the Freshworks suite.
- Drive expansion revenue through upsells (higher tiers, additional seats) and cross-sells (adjacent Freshworks products) to meet or exceed blended revenue targets.
- Identify at-risk accounts early using health scores, usage data, and engagement signals; build and execute save plans in partnership with Support, Billing, and Deal Desk.
- Maintain deep product fluency across the Freshworks suite to run demos, map use cases, and recommend best-fit solutions.
- Use the customer success platform to track account health, adoption metrics, and pipeline; report portfolio status on a defined cadence.
- Partner cross-functionally with RevOps, Renewals, Sales, Support, and Product Marketing to remove friction across the customer journey.
- Maintain accurate forecasting and pipeline hygiene for both expansion and renewal books.
- Adhere to Freshworks compliance and information security processes in all customer-facing activity.
Success Metrics:
- Consistent attainment against a blended quota comprising Net Expansion (upsell/cross-sell bookings) and Gross Revenue Retention (renewal/anti-churn).
- Improving product adoption and account health scores across the assigned portfolio.
- A portfolio where expansion is proactively sourced—not just reactive to inbound demand—while renewal risk is caught and mitigated well ahead of renewal dates.
Requirements:
- 3–7 years in Customer Success, Account Management, or SaaS sales, with direct experience carrying both a retention and an expansion/upsell number.
- Demonstrated track record of account growth (upsell/cross-sell) alongside strong renewal/retention performance—not one at the expense of the other.
- Consultative approach: comfortable building business cases, ROI narratives, and stakeholder-mapped account plans.
- Experience managing a digital-first portfolio at scale, using tech-touch and low-touch cadences alongside targeted 1:1 engagement.
- Working knowledge of SaaS retention/expansion metrics (GRR, NRR, churn, expansion ARR, adoption).
- Strong written and verbal communication skills; ability to translate technical/product concepts for varying stakeholder levels (ESSENTIAL).
- Comfort working with CRM and customer success tooling for health scoring, forecasting, and reporting.
- Self-starter, organized, and able to prioritize across a large book without losing attention to at-risk or high-potential accounts.
- Bachelor's degree required; Business or Computer Science background preferred.
