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 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
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive.