Customer Account Manager

ob Description
The Customer Account Executive is a quota-carrying sales role responsible for executing expansion motions that drive incremental ARR within the existing customer base. This role owns upsell, cross-sell, seat expansion, and multi-product adoption—working in close partnership with Customer Success to convert realized customer value into commercial growth.This role does not own renewals, churn prevention, or account health. Success is measured strictly on expansion ARR performance and contribution to Net Revenue Retention (NRR).

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 sellerThe Customer Account Executive is a quota-carrying sales role responsible for executing expansion motions that drive incremental ARR within the existing customer base. This role owns upsell, cross-sell, seat expansion, and multi-product adoption—working in close partnership with Customer Success to convert realized customer value into commercial growth.
Required Skills :

5–10+ years of B2B SaaS sales experience, preferably in expansion or account growth roles
Proven success closing upsell and cross-sell deals within existing customer bases
Experience selling through a value-based, consultative motion
Strong executive presence and negotiation skills
High forecasting rigor and CRM discipline
Demonstrated ability to partner effectively with Customer Success teams
Proven track record of expanding revenue within existing enterprise customers
Experience selling into large, complex organizations ($1B+ revenue preferred)
Familiarity with subscription-based, multi-product SaaS models
Domain experience in Procurement, ERP, Finance, HR, or adjacent enterprise platforms is a strong plus
Ideal Characteristics

Commercially sharp and growth-oriented
Comfortable operating without renewal ownership
Collaborative, but clear on accountability
Curious, discovery-driven, and outcome-focused
Bias toward execution—moves quickly from signal to deal motion
Predictable performer who values forecast accuracy
Personal Attributes

Ownership mindset with high accountability for revenue outcomes
Customer-centric but commercially sharp
Comfortable operating without a team, hands-on and execution-focused
Strategic thinker with strong follow-through
Why Join Zycus

High-impact role with direct ownership of net revenue retention, expansion, and long-term customer lifetime value
Join a New-Age Leader and “Grand Slam” organization, recognized by Gartner, Forrester, and IDC for product innovation, execution excellence, and customer impact across the Source-to-Pay landscape
Work with a market-leading, AI-powered S2P platform offering a well-rounded enterprise suite, with advanced investments in intake, orchestration, and autonomous negotiation through Merlin AI
Partner with large, strategic global enterprises, driving complex, high-value procurement and digital transformation initiatives
Strong collaboration with Customer Success and Product leadership, including customer co-development and prerelease programs that directly influence roadmap and innovation
Be part of an organization known for best-in-class customer experience, consistently ranking among top vendors for support effectiveness, lower ticket volumes, and strong global support coverage
Leverage strong brand momentum and differentiated marketing leadership, driving high customer engagement and market visibility
Competitive compensation with a meaningful variable upside aligned to performance and business outcomes