Senior Manager, Customer Success

At Expel, Customer Success is where relationships become revenue. Our CSMs own renewals. They carry the relationship, run the business review, and close the deal. As the Senior Manager of Customer Success, you’re the person who makes that model work at scale. You’ll lead a team of CSMs spanning multiple experience levels and geographies, helping each of them grow into sharper communicators, more confident negotiators, and more effective partners to our customers. You’ll maintain rigorous visibility into the health of your team’s book of business, drive forecast accuracy, and step in when the situation calls for it. The two numbers you’ll live by: At-Bat Renewal Rate and Dollar-Based Gross Retention. This is a role for someone who genuinely believes CSMs should own commercial outcomes — and who knows how to build that conviction in a team. What Expel can do for you A CS org that actually operates the way you believe it should — where CSMs own renewals and are held to that standard A leadership team that will invest in your development the same way you invest in your team’s Real scope: you’ll manage across geographies, experience levels, and account complexity Remote-first flexibility, with an HQ in Herndon, VA if you’re ever in the area What you can do for Expel 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 What you should bring with you 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 Additional notes The base salary range for this role is between $142,900 USD and $207,200 USD + bonus eligibility and equity. We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits. We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas. We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job func