Recruiting from Scratch · 1 month ago
Customer Success Manager (Expansion)
San Francisco, CA|New York, New York|Onsite
Full-time
Onsite
Mid, Senior Level
$140K/yr - $160K/yr
3+ years expRecruiting from Scratch is a specialized talent firm dedicated to helping companies build exceptional teams. They are seeking a Customer Success Manager (Expansion) to lead post-sale customer success efforts focused on revenue expansion and value realization across existing accounts, while collaborating with various teams to align customer goals with platform capabilities.
Staffing Agency
Responsibilities
Lead post-sale customer success motions with a specific focus on revenue expansion and value realization across existing accounts
Build and refine the systems, workflows, and processes that drive upsell, cross-sell, and retention efforts within a multi-product environment
Manage the full customer lifecycle — onboarding, product adoption, QBRs, renewal preparation, and expansion playbooks
Analyze customer usage, product engagement, churn risks, and expansion opportunities to inform strategy and executive decision-making
Collaborate closely with Sales, Product, and Implementation teams to align customer goals with platform capabilities
Build strong, trusted relationships with strategic accounts and act as an internal advocate for customer needs
Report regularly on account health, expansion pipeline, and retention forecasting
Qualification
Required
3+ years of experience in Customer Success or Account Management roles with a strong focus on retention and revenue expansion
Proven track record operating in high-growth SaaS environments (preferably Series A–C) with measurable NRR outcomes (105%–115%+)
Experience developing proactive, revenue-driven customer success frameworks
Strong analytical skill set — able to turn product and customer data into actionable insights
Excellent communication skills, executive presence, and a high-accountability operating style
Comfortable thriving in an in-person, fast-paced, constantly evolving startup environment
Preferred
Experience working with restaurant, hospitality, or delivery-adjacent software platforms
Background supporting multi-product SaaS solutions
Experience managing or mentoring customer-facing teams
Prior exposure to SMB or franchise-driven customer bases
Benefits
Equity: Competitive early-stage equity package
Opportunity to join a rapidly scaling company with significant career growth potential
High-impact role owning core revenue outcomes such as NRR, retention, and expansion
Company
Recruiting from Scratch
A recruiting agency working with technology companies to help them hire software engineers, data roles, product managers, and hardware.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Will Sanders
Founder / CEO
Tom Callahan
Managing Partner, Retained Executive Search
Recent News
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