Lead Account Manager (Customer Expansion & Retention)

Responsibilities

Own revenue growth, renewals, and retention across a portfolio of Dutch SMB, mid-market, and enterprise accounts, using customer value and product adoption to identify expansion opportunities. Partner with Customer Success Managers and other teams to manage renewal cycles, mitigate churn, engage technical and executive stakeholders, maintain forecasts, and travel to the Netherlands for strategic customer meetings as needed.

Requirements

Requires 7+ years of quota-carrying B2B SaaS account management or direct sales experience, with a record of growing ARR through expansion, cross-selling, and retention. Candidates should have ITSM and enterprise cloud software knowledge, credibility with CIOs and other executives, experience managing varied account segments and collaborating with customer success teams, and professional fluency in English; Dutch fluency is an advantage.

Skills

• B2B SaaS Account Management
• Account Expansion
• Upselling
• Cross-Selling
• Customer Retention
• Renewal Management
• Churn Mitigation
• ARR Growth
• IT Service Management
• Enterprise Cloud Software
• C-Level Engagement
• Consultative Selling
• Account Strategy
• Customer Success Collaboration
• CRM Hygiene
• Sales Forecasting

Benefits

• Lunch Stipend
• Health and Wellness Coverage
• Pension
• Team Socials
• Business Travel Support
• Commission

About this role

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.
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-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 is mandatory; fluency in Dutch is a definite advantage/plus.
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.
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, su...

About Freshworks

Software Development · 1,001-5,000 employees · headquartered in San Mateo, California · founded 2010