Opportunity at
FreshworksLead Account Manager (Customer Expansion & Retention)
Freshworks is hiring a Lead Account Manager to focus on customer expansion, renewals, and churn mitigation for a portfolio based in the Netherlands. Operating as an…
Career Tools
About This Role
Freshworks is hiring a Lead Account Manager to focus on customer expansion, renewals, and churn mitigation for a portfolio based in the Netherlands. Operating as an individual contributor, the role is based out of the London office in Hatton Garden, Farringdon, with a hybrid working model requiring in-office attendance on Mondays, Wednesdays, and Thursdays, alongside remote work on Tuesdays and Fridays. The position involves occasional business travel to the Netherlands…
Job Description
Freshworks is hiring a Lead Account Manager to focus on customer expansion, renewals, and churn mitigation for a portfolio based in the Netherlands. Operating as an individual contributor, the role is based out of the London office in Hatton Garden, Farringdon, with a hybrid working model requiring in-office attendance on Mondays, Wednesdays, and Thursdays, alongside remote work on Tuesdays and Fridays. The position involves occasional business travel to the Netherlands for strategic customer events, executive business reviews, and alignment sessions.
The role suits a professional with a background in B2B SaaS account management who can engage stakeholders ranging from hands-on IT teams to C-suite executives and CIOs. Working alongside Customer Success Managers within an integrated pod structure, the Lead Account Manager oversees commercial growth, renewal execution, and multi-product cross-selling across core platforms and strategic acquisitions. Responsibilities include driving product adoption, managing procurement negotiations, maintaining CRM hygiene, and formulating tailored account roadmaps.
Responsibilities
- Manage commercial growth, renewal execution, and expansion across a designated portfolio of accounts in the Netherlands to exceed targets
- Partner with Customer Success Managers in a pod structure to drive product adoption, monitor account health, and mitigate churn risk
- Promote the Freshworks product portfolio and recent strategic acquisitions to uncover high-impact use cases and grow annual recurring revenue
- Engage with IT teams and elevate discussions to deliver strategic briefings to CIOs and executive sponsors
- Handle end-to-end renewal cycles from strategy through procurement negotiation and contract execution
- Analyze usage telemetry and business drivers to build customized growth roadmaps for accounts across SMB, Mid-Market, and Enterprise tiers
- Travel to the Netherlands periodically for executive business reviews, CIO alignment sessions, and strategic events
- Maintain CRM records and forecast expansion pipelines and recurring revenue for leadership
Requirements
- 7 or more years of quota-carrying B2B SaaS account management or direct sales experience with a history of driving revenue through expansion and retention
- Experience engaging, presenting to, and negotiating with C-level executives and CIOs
- Background in IT Service Management and modern enterprise cloud software
- Full professional fluency in English
- Ability to travel to the Netherlands for strategic customer milestones and events
- Adherence to the hybrid schedule requiring three days per week in the London office
Qualifications
- Full professional fluency in Dutch
- A Bachelor's or Master's degree or equivalent practical experience
Core Skills
Benefits
- Competitive compensation package featuring commission structures for revenue expansion and retention
- Health and wellness coverage
- Pension plan
- Regular team socials
- Daily lunch stipend provided when working from the office
- Fully supported business travel for strategic customer milestones and partner events
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and hybrid work policy for this role?
The position is based in Hatton Garden, Farringdon, London. It follows a hybrid model requiring three days in the office on Mondays, Wednesdays, and Thursdays, and two days working remotely on Tuesdays and Fridays.
What territory does this Lead Account Manager cover?
The role manages a horizontal account portfolio consisting of SMB, Mid-Market, and Enterprise tiers located in the Netherlands.
Is travel required for this position?
Yes, strategic in-region travel to the Netherlands is required from time to time for executive business reviews, CIO alignment sessions, and customer events.
What language skills are needed?
Full professional fluency in English is mandatory, and fluency in Dutch is noted as a definite advantage.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.