Lead Account Manager - Customer Expansion & Retention

Job Description

Lead Account Manager – UK (Customer Expansion & Retention)

Location: Hatton Garden, Farringdon, London, UK (Hybrid: In-office Monday, Wednesday, Thursday)

Territory: United Kingdom (Horizontal Account Portfolio: SMB, Mid-Market, and Enterprise)

Role Type: Full-time, Individual Contributor (IC)

Focus: Account Expansion, Upsell/Cross-sell, Renewals & Churn Mitigation

About the Role

This is an Individual Contributor (IC) role based out of our vibrant London hub in Hatton Garden, Farringdon, dedicated to driving revenue growth and account expansion across a defined portfolio of paying customers in the United Kingdom.

As a Lead Account Manager at Freshworks, you will be obsessive about customer ROI and real business value realization. Managing a horizontal book of strategic accounts spanning SMB, Mid-Market, and Enterprise tiers, you will act as a trusted advisor capable of commanding conversations across the spectrum—from hands-on IT teams to C-suite leaders and CIOs.

Operating with a true Account Team / Pod mentality, you will partner hand-in-glove with Customer Success Managers (CSMs) to maximize product adoption, safeguard renewals, mitigate churn risk, and unlock substantial ARR growth through multi-product cross-selling and upselling across our core platforms and latest acquired technologies.

What You’ll Do

• Drive ARR Expansion & Retention: Own commercial growth, renewal execution, and expansion across your assigned book of UK accounts, exceeding net-new ARR and quota targets.

• Orchestrate Seamless POD Collaboration: Work in tight alignment with your dedicated Customer Success Managers (CSMs) in an integrated Pod structure—combining forces to drive deep product adoption, identify health red flags early, and eliminate churn risk.

• Master Value-Led Expansion: Champion the core Freshworks portfolio—anchored by our flagship ITSM suite—while capitalizing on our latest strategic acquisitions to bring cutting-edge solutions to market, uncover high-impact use cases, and significantly expand customer ARR.

• Engage IT to CIOs: Serve as a credible, consultative partner who can dive deep into technical workflows with IT teams and seamlessly elevate conversations to deliver strategic, board-level impact briefings to CIOs and executive sponsors.

• End-to-End Renewal Management: Own commercial renewal cycles from strategy through procurement negotiation and contract execution, ensuring predictable forecasting and zero surprise churn.

• Account Roadmapping & Strategy: Analyze usage telemetry, support metrics, and business drivers to formulate tailored growth and uptick roadmaps for every tier of account in your horizontal portfolio.

• Domestic On-Site Customer Presence: Travel across the UK from time to time as needed for on-site executive business reviews (EBRs), CIO alignment sessions, and strategic customer events.

• Pipeline Hygiene & Forecasting: Maintain disciplined CRM hygiene, delivering reliable expansion pipeline and ARR forecasts to sales leadership.

Qualifications

What You’ll Bring

• SaaS Account Management Track Record: 7+ years of quota-carrying B2B SaaS account management or direct sales experience, with a proven history of growing ARR through account expansion, cross-selling, and client retention.

• Proven CIO-Level Credibility: Verified track record of engaging, presenting to, and negotiating with multiple CIOs and C-level executives, backed by the ability to connect technical capabilities to executive business priorities.

• Technical & Domain Depth: Strong background in IT Service Management (ITSM) and modern enterprise cloud software, with deep comfort speaking the language of IT practitioners, infrastructure teams, and IT leadership.

• Portfolio Agility: Demonstrated versatility managing a horizontal portfolio of accounts, adept at driving high-velocity growth across SMB/Mid-Market while running complex, multi-threaded expansions in Enterprise accounts.

• Account Team Mentality: Collaborative spirit with proven experience working closely alongside CSMs, Solution Engineers, Support, and Professional Services to drive holistic customer success.

• Strategic Travel Flexibility: Willingness to travel domestically within the UK from time to time when face-to-face engagement creates a strategic commercial advantage.

• Languages: Full professional fluency in English is mandatory.

• Education: A Bachelor’s or Master’s degree (or equivalent practical experience) is desirable.

Working Model, Culture & Perks

• Prime London Hub: Based in the heart of Hatton Garden, Farringdon, surrounded by top dining, coffee spots, and excellent transport links.

• Hybrid Balance: 3 days in-office (Monday, Wednesday, Thursday) collaborating with your team and Pods, and 2 days remote (Tuesday, Friday).

• Incredible Culture: An open, collaborative, and high-energy environment that celebrates wins, supports continuous career development, and fosters true cross-functional alignment.

• Daily Lunch Stipend: Fuel your day with a daily lunch stipend provided when working from the office.

• Comprehensive Benefits: Competitive compensation package with attractive ARR expansion and retention commission structures, robust health and wellness coverage, pension, and regular team socials.

• Travel: Domestic travel within the UK covered for strategic client milestones, EBRs, and flagship events.

Additional Information

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. Fresh vision. Real impact. Come build it with us.