Company Description

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.

Job Description

About the Role
The Advisory Account Manager (AAM) is a dual-mandate, portfolio-owning role. Unlike a traditional CSM or a pure hunter-AM, the AAM operates as a trusted advisor across the full customer lifecycle — responsible simultaneously for protecting Gross Revenue Retention (GRR) and driving Net Expansion through upsell and cross-sell. This is a digital-first, high-velocity motion that blends proactive advisory engagement with a disciplined, data-driven approach to identifying both risk and prospect across the assigned book.
Key Responsibilities
- Own an assigned portfolio of accounts end-to-end, accountable for both renewal/retention (GRR) and expansion outcomes across the book.




- Proactively engage customers using the tiered digital engagement model (tech-touch, low-touch, and 1:many plays based on segment and risk/opportunity signal).
- Build and execute account-level Customer Success Plans that identify whitespace for upsell/cross-sell and flag early indicators of churn or contraction risk.
- Run consultative value conversations with key stakeholders — demonstrating ROI, product adoption gains, and business outcomes tied to the Freshworks suite.
- Drive expansion revenue through upsell (higher tiers, additional seats) and cross-sell (adjacent Freshworks products) to meet or exceed a blended revenue target.
- Identify at-risk accounts early using health scores, usage data, and engagement signals; build and execute save plans in partnership with Support, Billing, and Deal Desk.
- Maintain deep product fluency across the Freshworks suite to run demos, map use cases, and recommend the best-fit solut

📌 Associate Advisory Account Manager (Chennai)
🏢 FreshWorks
📍 Chennai