Lead Account Manager (Customer Expansion & Retention)

Freshworks · London · hybrid Organizations everywhere struggle with the costs and complexities of software solutions. Freshworks offers a different approach, building uncomplicated service software that delivers exceptional customer and employee experiences. As a Lead Account Manager at Freshworks, you will be responsible for driving revenue growth and account expansion across a defined portfolio of paying customers in the Netherlands. 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. Your responsibilities will include: Driving ARR expansion and retention across your assigned book of Dutch accounts Collaborating with Customer Success Managers (CSMs) to maximize product adoption and safeguard renewals Championing the core Freshworks portfolio and capitalizing on strategic acquisitions Engaging with IT teams and C-suite leaders to deliver strategic impact briefings Managing commercial renewal cycles and forecasting Analyzing usage telemetry and business drivers to formulate growth roadmaps Traveling to the Netherlands for executive business reviews and strategic customer events Maintaining disciplined CRM hygiene and delivering reliable expansion pipeline and ARR forecasts To qualify for this role, you will need: 7+ years of quota-carrying B2B SaaS account management or direct sales experience A proven history of growing ARR through account expansion, cross-selling, and client retention Verified track record of engaging with CIOs and C-level executives Strong background in IT Service Management (ITSM) and modern enterprise cloud software Demonstrated versatility managing a horizontal portfolio of accounts Collaborative spirit with experience working closely with CSMs, Solution Engineers, Support, and Professional Services Full professional fluency in English; fluency in Dutch is a definite advantage In terms of benefits, Freshworks offers a competitive compensation package with attractive ARR expansion and retention commission structures, robust health and wellness coverage, pension, and regular team socials.