Senior Manager, Customer Success

Expel

Senior Manager of Customer Success at Expel overseeing a team of CSMs to drive renewals and customer partnerships. Focused on coaching, performance accountability, and customer health monitoring.

Posted 6/18/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $142,900 - $207,200 per yearWebsite

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Hard Skills

customer successaccount managementrenewal executionforecast accuracyhealth monitoringsuccess planningcommercial negotiationstakeholder engagementB2B SaaSsecurity industry

Soft Skills

leadershipcoachingcommunicationoperational rigorjudgmentteam developmentperformance managementcustomer engagementadaptabilityrelationship building

Industry Keywords

ABRDBGRrenewal quota ownershipcustomer healthescalationstechnical depthtime zone managementportfolio managementC-suite engagementcustomer-facing teams

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Unlimited PTO
Work location flexibility
Up to 24 weeks of parental leave
Excellent health benefits