[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.ResponsibilitiesLead, 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 engagementOwn ABR and DBGR outcomes for your team’s portfolio; drive forecast accuracy and hold the team accountable for surfacing and addressing renewal risks earlyCoach CSMs through the full renewal cycle — from health monitoring and success planning to commercial negotiation and closeSet clear performance expectations and manage to them with both directness and careMaintain active visibility into customer health; make sure the right conversations are happening at the right cadence and qualityPartner with TAM, SSE, TSE, Support, and Product to connect your customers with the technical depth they needBe present for your team and your customers when it matters — including across time zones and through escalationsSkills4+ years leading customer-facing teams, with a strong preference for customer success or account management8+ years in customer success or account management in B2B SaaS or services — including real exposure to renewal quota ownershipAt least 3 years in the security industry; you don't need to be a practitioner, but you need to understand the landscapeA genuine belief that CSMs should own commercial outcomes, and a track record of building teams that deliver on thatStrong coaching instincts, paired with the operational rigor to run a portfolio at scaleExcellent communication skills across the full range — from early-career ICs to C-suite stakeholdersComfort working in an environment that's evolving quickly, with the judgment to operate effectively anywayBenefitsBonus eligibilityEquityUnlimited PTO (which we model and encourage)Work location flexibilityUp to 24 weeks of parental leaveReally excellent health benefitsCompany OverviewExpel is a security operations provider that offers managed detection and response, remediation, phishing support, and threat hunting. It was founded in 2016, and is headquartered in Herndon, Virginia, USA, with a workforce of 201-500 employees. Its website is http://www.expel.com.