At a Glance
- Tasks: Drive revenue growth and account expansion for UK customers in a dynamic, collaborative environment.
- Company: Join Freshworks, a leader in uncomplicated service software with a people-first approach.
- Benefits: Enjoy competitive pay, health coverage, daily lunch stipend, and hybrid work flexibility.
- Other info: Work in a vibrant London hub with excellent career development opportunities.
- Why this job: Make a real impact by enhancing customer experiences and driving business success.
- Qualifications: 7+ years in SaaS account management with proven success in client retention and expansion.
The predicted salary is between 66150 - 80850 £ per year.
Company Description
Organizations everywhere struggle under the crushing costs and complexities of solutions that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works. 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. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
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
- 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.
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.
Lead Account Manager – UK (Customer Expansion & Retention) employer: Freshworks
Freshworks is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration thrive. Located in the Netherlands, employees benefit from a supportive environment that prioritises professional growth through mentorship and continuous learning opportunities. With a focus on meaningful work and a commitment to employee well-being, Freshworks stands out as a rewarding place to build a career in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Account Manager – UK (Customer Expansion & Retention)
✨Leverage Your Network
In sales and business development, who you know can often be as important as what you know. Get involved with local networking events or industry meetups to connect with key players. Don't be shy—share your passion for the field and let folks know you're on the lookout for opportunities!
✨Show Your Skills Through Real-World Results
When targeting a full-time role like Lead Account Manager – UK (Customer Expansion & Retention) at Freshworks, presenting tangible results from your previous sales experience can set you apart. Bring along case studies or examples of how you've closed deals or expanded accounts, and don't forget to showcase your problem-solving prowess. It’s all about quantifying your success!
✨Engage with Sales Communities
Dive deep into online sales communities, like Sales Hacker or LinkedIn groups dedicated to sales professionals. Engaging in discussions and sharing insights can boost your visibility and might just put you on the radar of hiring managers looking for fresh talent in business development.
✨Direct Applications Matter
While we all know the online application route, consider sending direct applications to companies you admire, including Freshworks. Tailor your message to explain why you’re drawn to them and how you can contribute as a Lead Account Manager – UK (Customer Expansion & Retention). Sometimes, a personal touch can grab attention faster than a generic application!
We think you need these skills to ace Lead Account Manager – UK (Customer Expansion & Retention)
Some tips for your application 🫡
Show Off Those Sales Skills:In your CV and cover letter, highlight any previous sales or business development experience you have. Use numbers and examples to showcase your achievements – did you exceed sales targets or bring in new clients? Make those accomplishments shine!
Tailor Your Message for Freshworks:When writing your cover letter, make sure to tailor your message specifically for Freshworks. Show that you know the company’s mission and how your skills align with their goals in the sales landscape. This personalised touch will grab their attention!
Keep It Professional Yet Engaging:Sales is all about relationships, so while you want to maintain professionalism in your application, don’t be afraid to let your personality shine through. Engage the reader and demonstrate your enthusiastic approach to sales and business development!
Proof of Performance:Include any relevant certifications or training you’ve undertaken in sales or negotiation tactics. If you’ve attended workshops or courses, list these to showcase your commitment to professional development. This extra touch can set you apart from the competition!
How to prepare for a job interview at Freshworks
✨Know Your Sales Methodologies
Brush up on popular sales methodologies like SPIN Selling or Challenger Sales. Being able to discuss these techniques and how you've applied them will show Freshworks that you understand the role and can hit the ground running in the sales game.
✨Demonstrate Your Deal-Making Skills
Prepare to share stories from your past experiences where you closed deals, overcame objections, or started new client relationships. We want to show Freshworks that you’re not just about numbers but also about building lasting connections in business development.
✨Prepare for Role-Play Scenarios
In a full-time sales interview, don’t be surprised if they throw in a role-play exercise to test your pitching skills. Practising how you would pitch a product or handle an objection will help us shine in this simulation—think of it like a dress rehearsal for your future sales calls!
✨Align Your Goals with the Company’s Vision
Take a moment to reflect on how your career ambitions align with Freshworks’s objectives. When we articulate how our personal growth ties in with the company’s goals, it shows commitment and a genuine interest in contributing to their success.
