Mid-Market Account Manager

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.

Fresh vision. Real impact. Come build it with us.

Job Description

Freshworks has officially crossed $1B in Annual Recurring Revenue (ARR), combining the scale and stability of an established SaaS leader with the growth opportunities, innovation, and momentum of a company continuing to expand. 

We're looking for a driven, commercially minded Mid-Market Account Manager to join our high-performing team in Downtown Boston. You'll manage an established portfolio of customers, build strong relationships, and uncover opportunities to grow their investment in Freshworks. 

In this role, you'll own an approximately $5M ARR book of business, with a focus on 70% expansion and 30% retention. With our growing multi-product portfolio and strategic acquisitions, including Torii and Robusta, you'll have exciting opportunities to introduce new solutions, drive cross-sell revenue, and deliver meaningful value to customers. 

What You'll Do

• Own and Grow Your Portfolio: Manage an approximately $5M ARR book of Mid-Market and Commercial customers, driving expansion while maintaining strong customer relationships. 
• Drive Expansion Revenue: Identify new use cases, lead discovery conversations, build compelling business cases, and close opportunities ranging from smaller add-ons to six-figure expansion deals. 
• Build Strong Customer Relationships: Engage stakeholders across customer organizations, understand their business challenges, and position solutions that deliver measurable value. 
• Expand Customer Adoption: Leverage Freshworks' growing suite of IT and customer experience solutions to identify cross-sell and upsell opportunities. 
• Take Ownership of Your Business: Proactively manage a high-volume portfolio, prioritize opportunities, maintain accurate forecasts, and consistently execute against revenue goals. 
• Collaborate Across Teams: Partner with Customer Success, Solutions Engineering, and internal stakeholders to deliver a strong customer experience and drive growth. 

Qualifications

What You'll Bring

• 3-5+ years of quota-carrying closing experience in B2B SaaS sales, account management, or a similar revenue-generating role 
• Consistent Sales Performance: A demonstrated history of meeting or exceeding quota, with the ability to manage multiple opportunities and close deals efficiently 
• Strong Discovery & Sales Skills: Ability to uncover customer needs, navigate objections, articulate business value, and drive deals to close 
• Proactive Growth Mindset: You're comfortable identifying opportunities within existing accounts rather than relying solely on inbound demand 
• Ownership & Drive: You're organized, resourceful, and thrive in a fast-paced environment where prioritization, accountability, and execution matter
• Collaborative Approach: You build strong relationships with customers and internal partners while taking ownership of your results

Additional Information

Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our Downtown Boston, MA office.

Compensation & Benefits

• On-Target Earnings (OTE): $165,000 - $235,000, including base salary and variable compensation (60/40 split) 
• Earning Potential: Performance-based commission opportunities and accelerators 
• Comprehensive Benefits: Health, dental, vision, equity opportunities, and paid time off. 

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.