Lead Account Manager – UK (Customer Expansion & Retention)
Core
Lead Account Manager driving revenue growth, account expansion, and retention for a horizontal portfolio of SMB, Mid-Market, and Enterprise customers in the UK.
Role type
Senior Individual Contributor (IC) Account Manager
Builds
SaaS ARR growth through upsell, cross-sell, and renewal execution for ITSM and CX/EX software
Domain
B2B SaaS / IT Service Management (ITSM) / Customer Experience (CX)
Required skills
B2B SaaS account management, quota-carrying sales, CIO-level negotiation, ITSM domain expertise, horizontal portfolio management, churn mitigation, CRM forecasting
Preferred skills
Strategic travel within UK, cross-functional collaboration with CSMs and Solution Engineers
Technologies
Freshworks ITSM suite, acquired CX/EX technologies, CRM systems
Responsibilities
Drive ARR expansion and retention via upsell/cross-sell and renewal execution; Collaborate with Customer Success Managers in a Pod structure to maximize adoption and mitigate churn; Engage IT teams and CIOs to deliver strategic business value; Manage end-to-end renewal cycles from strategy to contract execution; Analyze usage telemetry to formulate tailored growth roadmaps; Maintain CRM hygiene and forecast expansion pipeline.
Seniority
Senior, hands-on IC