Lead - Account Manager

Software should help a business move as one. But too often, disconnected systems, scattered data, and fragmented workflows get in the way.

Freshworks is building a better way: AI-powered, unified service operations that turn complexity into coordinated action. Our platform brings together people, AI, data, and workflows so IT and service teams can anticipate what matters, act faster, and keep the business moving forward together. Organizations including Bridgestone, McLaren, New Balance, S&P Global, and Sony Music trust Freshworks to power the services their employees and customers depend on every day.

We bring that same belief in coordinated action to how we work by giving people the ownership to make bold moves at speed, and a team that moves with them.

This is an Individual Contributor (IC) role based out of our Paris office, dedicated to driving revenue growth and account expansion across a defined portfolio of paying customers in France.

As a Lead - Account Manager at Freshworks, you will be obsessive about customer ROI and real business value realisation. Managing a horizontal book of strategic accounts spanning 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 maximise 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.

Responsibilities

Drive ARR Expansion & Retention: Own commercial growth, renewal execution, and expansion across your assigned book of Dutch 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.; Strategic In-Region Travel: Travel to the Netherlands from time to time as needed for 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.

Requirements

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.; Languages: Full professional fluency in English and French is mandatory; Strategic Travel Flexibility: Willingness to travel to the Netherlands from time to time when in-person presence creates a strategic advantage.; Education: A Bachelor’s or Master’s degree (or equivalent practical experience) is desirable.