Lead Account Manager (Customer Expansion & Retention)

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.

Job Description

Lead Account Manager – Netherlands (Customer Expansion & Retention)

Location: Hatton Garden, Farringdon, London, UK (Hybrid: In-office Monday, Wednesday, Thursday)

Territory: Netherlands (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 Netherlands .

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 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.

Qualifications

What You’ll Bring

• 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-selli…