Customer eXpansion Manager

NetFabric IT Solutions is seeking a Customer eXpansion Manager to manage a portfolio of recurring-revenue and transactional customers. The role focuses on protecting and growing revenue, developing customer relationships and new business opportunities, and aligning managed services with measurable customer outcomes.

Responsibilities:

• Own and manage an assigned customer module
• Manage a defined portfolio of 30-40 active recurring revenue customers, plus additional transactional accounts
• Protect recurring revenue through proactive relationship management, risk identification, and renewal discipline
• Build strategic relationships with decision makers, influencers, and technical stakeholders within assigned accounts
• Identify and advance cross-sell, upsell, and expansion opportunities across managed services, networking, security, cloud, and infrastructure solutions
• Develop new logo opportunities from a provided list of prospects and greenfield accounts
• Partner with Account Executives, engineering, operations, and service delivery teams to convert customer needs into qualified opportunities
• Maintain accurate customer, opportunity, activity, and forecast data in Halo
• Manage a disciplined cadence around renewals, expansion opportunities, next steps, and close dates
• Provide clear visibility into revenue production, account health, churn risk, and growth opportunities
• Conduct recurring business reviews with customers to align technology investments with business objectives
• Translate service performance, lifecycle needs, and customer priorities into actionable account plans
• Use business reviews to reinforce NetFabric value, uncover expansion potential, and reduce churn risk
• Revenue production metrics may include new recurring revenue, expansion revenue, and new logo creation
• Book-of-business performance metrics may include revenue retention, revenue growth, churn reduction, and improvement in customer health
• Performance weighting is expected to balance revenue production and book-of-business performance, with each category representing approximately 40-60% of total variable focus
• Position managed services and recurring revenue solutions as core growth priorities
• Collaborate with service delivery and engineering teams to ensure customer commitments are understood, aligned, and commercially sustainable
• Provide market, customer, and account feedback to improve NetFabric offerings, pricing, and go-to-market execution
• Additional NetFabric job duties as required or business needs dictate

Requirements:

• Minimum 5+ years of experience in customer success, account management, sales, managed services, IT services, or related technology advisory roles
• Demonstrated ability to protect recurring revenue, identify expansion opportunities, and manage customer relationships tied to measurable business outcomes
• Strong CRM discipline, pipeline management, forecasting accuracy, and account planning capabilities
• Exceptional organizational, communication, time management, facilitation, and relationship-building skills
• Strong working knowledge of IT professional services, managed services, recurring revenue models, and customer lifecycle management
• experience with Halo
• Managed Services Provider or VAR background
• Familiarity with technology vendors and solutions such as Cisco, HPE, Juniper, security, cloud, infrastructure, and network modernization offerings
• Experience conducting strategic business reviews, renewal conversations, expansion planning, and executive stakeholder engagement
• Commercial mindset with the ability to balance customer advocacy, service outcomes, and revenue growth
• Commitment to integrity, professionalism, ownership, and continual improvement
• Intelligent, capable, creative, and comfortable operating in a fast-paced growth environment
• Able to demonstrate leadership, accountability, and ownership of customer and revenue outcomes regardless of position or tenure