Key skills
Customer SuccessAccount ManagementRenewal Quota OwnershipSecurity Industry KnowledgeB2B SaaSCoachingCSaaSCommunicationNegotiation
About this role
Expel is a company focused on customer success, and they are seeking a Senior Manager of Customer Success to lead a team of Customer Success Managers (CSMs). The role involves coaching and developing the team, owning renewal outcomes, and ensuring strong customer relationships across various geographies.
Responsibilities:
- Lead, coach, and develop a team of CSMs across multiple levels and geographies; meet people where they are and systematically raise their game in value communication, renewal execution, and stakeholder engagement
- Own ABR and DBGR outcomes for your team’s portfolio; drive forecast accuracy and hold the team accountable for surfacing and addressing renewal risks early
- Coach CSMs through the full renewal cycle — from health monitoring and success planning to commercial negotiation and close
- Set clear performance expectations and manage to them with both directness and care
- Maintain active visibility into customer health; make sure the right conversations are happening at the right cadence and quality
- Partner with TAM, SSE, TSE, Support, and Product to connect your customers with the technical depth they need
- Be present for your team and your customers when it matters — including across time zones and through escalations
Requirements:
- 4+ years leading customer-facing teams, with a strong preference for customer success or account management
- 8+ years in customer success or account management in B2B SaaS or services — including real exposure to renewal quota ownership
- At least 3 years in the security industry; you don't need to be a practitioner, but you need to understand the landscape
- A genuine belief that CSMs should own commercial outcomes, and a track record of building teams that deliver on that
- Strong coaching instincts, paired with the operational rigor to run a portfolio at scale
- Excellent communication skills across the full range — from early-career ICs to C-suite stakeholders
- Comfort working in an environment that's evolving quickly, with the judgment to operate effectively anyway