About the Role
The Advisory Account Manager (AAM) is a dual-mandate, portfolio-owning role. Unlike a traditional CSM or a pure hunter-AM, the AAM operates as a trusted advisor across the full customer lifecycle — responsible simultaneously for protecting Gross Revenue Retention (GRR) and driving Net Expansion through upsell and cross-sell. This is a digital-first, high-velocity motion that blends proactive advisory engagement with a disciplined, data-driven approach to identifying both risk and opportunity across the assigned book.
Key Responsibilities
Own an assigned portfolio of accounts end-to-end, accountable for both renewal/retention (GRR) and expansion outcomes across the book.
- Proactively engage customers using the tiered digital engagement model (tech-touch, low-touch, and 1:many plays based on segment and risk/opportunity signal).
- Build and execute account-level Customer Success Plans that identify whitespace for upsell/cross-sell and flag early indicators of churn or contraction risk.
- Run consultative value conversations with key stakeholders — demonstrating ROI, product adoption gains, and business outcomes tied to the Freshworks suite.
- Drive expansion revenue through upsell (higher tiers, additional seats) and cross-sell (adjacent Freshworks products) to meet or exceed a blended revenue target.
- 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 the best-fit solution for a customer's problem.
- Use the customer success platform to track account health, adoption metrics, and pipeline, and to 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 the expansion and renewal book.
- Adhere to Freshworks compliance and information security processes in all customer-facing activity.
What Success Looks Like
- 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 the renewal date.
- 1–4 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 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
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.
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