Why This Job is Featured on The SaaS Jobs
This account management role sits at the commercial center of a scaled SaaS vendor serving enterprise and mid market customers across MEA. It reflects a mature stage of SaaS execution where retention and expansion within installed accounts are core growth levers, and where customer outcomes must translate into predictable recurring revenue. The remit also signals a product category tied to service management and employee and customer experience, areas where software adoption is closely linked to measurable operational change.
For a SaaS career, the work builds durable expertise in recurring revenue mechanics: renewals management, expansion motions, and forecast discipline. It also develops the cross functional operating rhythm common in SaaS, partnering with Customer Success, Product, Marketing, and Support to remove adoption friction and surface commercial opportunities. Experience navigating executive stakeholder relationships and multi thread account plans tends to transfer well across enterprise SaaS environments.
The role is best suited to professionals who prefer owning a portfolio end to end, balancing relationship depth with commercial rigor. It will fit someone comfortable with structured pipeline management, stakeholder mapping, and periodic travel to advance strategic accounts. It also aligns with candidates who want to be measured on both customer value realization and revenue outcomes.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Company Description
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.
Fresh vision. Real impact. Come build it with us.
Job Description
Role Overview
As a Lead Account Manager, you will be responsible for managing and growing a portfolio of strategic customers by driving renewals, upsell, and cross-sell opportunities. You will act as a trusted advisor, helping customers maximize value from Freshworks solutions while delivering against revenue targets.
Key Responsibilities
Own and grow revenue within existing customer accounts through renewals, upsell, and cross-sell motions.
Build strong relationships with key stakeholders and executive decision-makers.
Manage the end-to-end sales cycle and drive successful commercial outcomes.
Maintain a healthy pipeline and provide accurate forecasting.
Collaborate with Customer Success, Product, Marketing, and Support teams to maximize customer value.
Travel as required to strengthen customer relationships and identify growth opportunities.
Qualifications
7+ years of experience in SaaS, enterprise software sales, account management, or customer-facing commercial roles.
Proven track record of achieving revenue targets and growing customer accounts.
Strong communication, presentation, negotiation, and stakeholder management skills.
Experience working with enterprise and mid-market customers.
Exposure to EX, ITSM, or related SaaS solutions is preferred.
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.
