Customer Account Manager

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) .

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

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

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

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

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

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

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.

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

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