[Remote] Senior Manager, Customer Success

Note: The job is a remote job and is open to candidates in USA. 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

Skills

• 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

• Bonus eligibility
• Equity
• Unlimited PTO (which we model and encourage)
• Work location flexibility
• Up to 24 weeks of parental leave
• Really excellent health benefits

Company Overview