Account Manager, Mid-Market

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

At Freshworks, we believe great customer relationships are just the beginning. We're looking for a driven, commercially minded Mid-Market Account Manager who knows how to turn strong partnerships into meaningful business growth.

In this role, you'll own and grow a portfolio of existing customers, uncover new opportunities, and help businesses get even more value from Freshworks. You'll be part trusted advisor, part strategic problem-solver, and part dealmaker — building relationships that last while delivering results that matter.

If you love connecting with customers, spotting opportunities others might miss, and closing deals that make an impact, we'd love to meet you.

What You'll Do

• Own your business. Take ownership of a portfolio of mid-market customers, driving revenue through renewals, upsells, and cross-sells while consistently working toward ambitious sales targets.
• Find the next big opportunity. Go beyond the initial sale to uncover new use cases, expand into additional teams, and identify opportunities to grow customer relationships.
• Build relationships that open doors. Connect with decision-makers and executives, understand their business priorities, and become a trusted partner they turn to for solutions.
• Drive deals from start to finish. Lead discovery, navigate complex sales conversations, build compelling business cases, negotiate, and close opportunities.
• Turn customer challenges into business wins. Show customers how Freshworks can solve real problems, improve efficiency, and deliver measurable value.
• Stay ahead of the game. Build and maintain a healthy expansion pipeline, forecast accurately, and take a proactive approach to hitting your numbers.
• Win together. Partner with Customer Success, Marketing, Product, and other teams to create a seamless customer experience and unlock new growth opportunities.
• Travel as needed to strengthen customer relationships and create meaningful in-person connects.

Qualifications

What You'll Bring

• 5+ years of experience in SaaS sales, account management, or solution-based selling, with a demonstrated track record of achieving or exceeding revenue targets.
• A growth mindset. You don't just manage accounts — you look for ways to expand them, uncovering opportunities and turning conversations into revenue.
• Strong commercial instincts. You're comfortable owning a number, managing a pipeline, forecasting, and navigating complex sales cycles.
• Executive presence. You can confidently engage senior stakeholders, ask the right questions, and connect business challenges to solutions that deliver value.
• A consultative selling style. You know how to listen, challenge assumptions, and build trust while moving opportunities forward.
• A collaborative, adaptable approach. You thrive in a fast-moving environment, embrace change, and know the best wins often come from teamwork.
• Bonus points if you've worked with CRM, employee experience (EX), customer experience (CX), or IT service management (ITSM) solutions.

Additional Information

Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our Downtown Boston, MA office. The annual base salary range for this position is $100,000 - $140,000. This role is also eligible for variable compensation. Compensation is based on a variety of factors, including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

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.