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 systema