{"id":1107709,"url":"https://alion.io/job/freshworks-advisory-account-manager","title":"Advisory Account Manager","company":{"id":788,"name":"Freshworks","domain":"freshworks.com","url":"https://alion.io/company/freshworks","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Marketing","role_family":"Marketing","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18000,"max_usd":50000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1172},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshworks","optional":false}],"status":"live","first_seen_at":"2026-09-22T06:27:55Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-23T14:31:39Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"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.\n About the Role\nThe Advisory Account Manager (AAM) is a dual-mandate, portfolio-owning role. Unlike a traditional CSM or a pure hunter-AM, the AAM operates as a trusted advisor across the full customer lifecycle - responsible simultaneously for protecting Gross Revenue Retention (GRR) and driving Net Expansion through upsell and cross-sell. This is a digital-first, high-velocity motion that blends proactive advisory engagement with a disciplined, data-driven approach to identifying both risk and opportunity across the assigned book.\nKey Responsibilities\n Own an assigned portfolio of accounts end-to-end, accountable for both renewal/retention (GRR) and expansion outcomes across the book.\nProactively engage customers using the tiered digital engagement model (tech-touch, low-touch, and 1:many plays based on segment and risk/opportunity signal).\nBuild and execute account-level Customer Success Plans that identify whitespace for upsell/cross-sell and flag early indicators of churn or contraction risk.\nRun consultative value conversations with key stakeholders - demonstrating ROI, product adoption gains, and business outcomes tied to the Freshworks suite.\nDrive expansion revenue through upsell (higher tiers, additional seats) and cross-sell (adjacent Freshworks products) to meet or exceed a blended revenue target.\nIdentify at-risk accounts early using health scores, usage data, and engagement signals; build and execute save plans in partnership with Support, Billing, and Deal Desk.\nMaintain deep product fluency across the Freshworks suite to run demos, map use cases, and recommend the best-fit solution for a customer's problem.\nUse the customer success platform to track account health, adoption metrics, and pipeline, and to report portfolio status on a defined cadence.\nPartner cross-functionally with RevOps, Renewals, Sales, Support, and Product Marketing to remove friction across the customer journey.\nMaintain accurate forecasting and pipeline hygiene for both the expansion and renewal book.\nAdhere to Freshworks compliance and information security processes in all customer-facing activity.\nWhat Success Looks Like\nConsistent attainment against a blended quota comprising Net Expansion (upsell/cross-sell bookings) and Gross Revenue Retention (renewal/anti-churn).\nImproving product adoption and account health scores across the assigned portfolio.\nA portfolio where expansion is proactively sourced - not just reactive to inbound demand - while renewal risk is caught and mitigated well ahead of the renewal date.\n3-7 years in Customer Success, Account Management, or SaaS sales, with direct experience carrying both a retention and an expansion/upsell number.\nDemonstrated track record of account growth (upsell/cross-sell) alongside strong renewal/retention performance - not one at the expense of the other.\nConsultative approach: comfortable building business cases, ROI narratives, and stakeholder-mapped account plans.\nExperience managing a digital-first portfolio at scale, using tech-touch and low-touch cadences alongside targeted 1:1 engagement.\nWorking knowledge of SaaS retention/expansion metrics - GRR, NRR, churn, expansion ARR, adoption.\nStrong written and verbal communication skills; ability to translate technical/product concepts for varying stakeholder levels (ESSENTIAL).\nComfort working with CRM and customer success tooling for health scoring, forecasting, and reporting.\nSelf-starter, organized, and able to prioritize across a large book without losing attention to at-risk or high-potential accounts.\nBachelor's degree required; Business or Computer Science background preferred\n 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.","description_format":"text","description_chars":4439,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Information Technology","Cloud Computing"],"lifecycle":[{"event":"open","at":"2026-09-22T07:16:06Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:7","velocity","win:early","comp:brand"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/freshworks-advisory-account-manager","json_url":"https://alion.io/job/freshworks-advisory-account-manager.json","meta":{"generated_at":"2026-09-24T04:14:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}