Senior Manager, Strategic Expansion, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the growth strategy and commercial results for a targeted portfolio of high-value strategic accounts.

• Foster executive relationships, facilitate joint account planning, and finalize complex expansion agreements.

• Oversee the current Customer Success Manager team as direct reports.

• Establish expectations, mentor commercial behavior, uphold an operational rhythm, and nurture team development.

• Define and formalize the strategic expansion playbook, which includes account planning templates, qualification frameworks, joint account reviews, multi-threading patterns, and executive engagement strategies.

• Collaborate with the AE team on land-and-expand transitions.

• Work with Product to incorporate customer-driven roadmap insights.

• Partner with PSL on the rollout of consumption pricing.

• Assist in adjusting customer engagement strategies for a consumption-based pricing model.

• Guide the team in navigating new customer discussions, spotting growth indicators, and supporting adoption-focused expansion initiatives.

• Own the expansion forecast and ensure precise expansion ARR forecasting.

• Conduct weekly account reviews and quarterly planning sessions.

• Achieve quarterly expansion objectives.

• Convert customer field insights into actionable feedback for Product, Marketing, and executive leadership.

• Report to Kelsea, VP of Strategy & Operations.

⛳️ Requirements

• 7+ years in strategic account management, expansion sales, or related roles within developer tools, data infrastructure, or enterprise SaaS companies.

• Demonstrated history of consistently meeting quotas.

• Proven ability to close intricate, multi-threaded expansion agreements ($100K+ ACV) within existing enterprise accounts.

• Experience in organizational mapping, executive engagement, and procurement navigation.

• 2+ years of leadership experience with a proven record of developing team members.

• Experience in formal direct-report management or high-context pod/team leadership.

• Familiarity with consumption-based or usage-based pricing models; direct experience is preferred.

• Proven history of creating playbooks, account planning templates, operational rhythms, qualification frameworks, and internal enablement strategies.

• High emotional intelligence and strong collaboration abilities.

• Capability to engage with both technical and executive audiences, build trust swiftly, and communicate clearly in writing.

• Startup-ready; adept at working within light processes, high ambiguity, and possessing a builder's mindset.

• Currently authorized to work in the United States.

• Must disclose whether visa sponsorship is required now or in the future.

🏝️ Benefits

• Remote-first team with a flexible culture.

• Equity Stock Options.

• 401(k) with a 5% company match (immediate vesting!).

• Unlimited PTO.

• Medical, Dental, and Vision insurance.

• Generous Parental Leave.

• Life Insurance and Disability benefits.

• $800 remote work stipend for any needs related to work (food, wellness, equipment, etc.).