Lead Account Manager – UK (Customer Expansion & Retention)

Lead Account Manager – UK (Customer Expansion & Retention)

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

Territory: United Kingdom (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 United Kingdom.

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 UK 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.

• Domestic On-Site Customer Presence: Travel across the UK from time to time as needed for on-site 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.

Function: Other
Experience Level: Mid-Senior Level