Customer Account Manager

Core Responsibilities

Expansion Revenue Ownership

• Own and deliver a dedicated expansion ARR quota across a defined book of existing customers
• Identify, qualify, and close expansion opportunities including seat growth, product add-ons, and tier upgrades
• Lead expansion deals end-to-end by executing discovery, quantifying value, structuring pricing, and negotiating terms to close incremental ARR
• Drive multi-year and multi-product expansion motions aligned to customer outcomes
• Maintain a weekly and monthly expansion forecast with documented close plans and risk mitigation for committed deals

Value-Based Account Growth

• Build and execute expansion strategies rooted in customer business objectives and realized product value
• Leverage usage data, success milestones, and intent signals to initiate timely expansion conversations
• Conduct executive-level discovery to uncover growth drivers and whitespace
• Develop ROI-based business cases that justify incremental customer investment
• Position expansions as outcome accelerators, not feature-based transactions

Customer Success Partnership

• Partner with Customer Success Managers to assess expansion readiness, confirm value realization, and align timing before initiating commercial motions
• Participate in QBRs and executive reviews to support expansion strategy and value articulation
• Maintain clear swim lanes: CS owns outcomes and renewals; Customer AE owns expansion revenue
• Coordinate clean post-close handoffs to ensure successful adoption of expanded scope
• Support save motions only when expansion is viable and customer value remains intact

Pipeline Management & Forecasting

• Build and manage a healthy expansion pipeline with defined close plans and next steps
• Forecast expansion ARR weekly and monthly with high accuracy and discipline
• Track whitespace, penetration, and expansion conversion rates
• Maintain strong CRM hygiene, deal documentation, and inspection readiness

Cross-Functional Collaboration

• Partner with Product and Marketing on expansion use cases, messaging, and enablement
• Provide structured feedback on expansion blockers, pricing friction, and competitive dynamics
• Collaborate with RevOps, Finance, and Legal to ensure clean, efficient deal execution
• Contribute to expansion playbooks and repeatable best practices

Success Metrics

• Expansion ARR attainment
• Contribution to Net Revenue Retention (NRR)
• Expansion pipeline coverage and conversion rates
• Forecast accuracy
• Average Contract Value (ACV) growth
• Multi-product adoption

What Success Looks Like in 12 Months

• Consistently exceeds expansion quota
• Drives measurable improvement in Net Revenue Retention
• Maintains a predictable, trustworthy forecast
• Viewed as a trusted expansion partner by Customer Success and leadership
• Customers see you as a strategic growth advisor, not a transactional seller