Senior Customer Success Manager (Expansion)

Prefect has emerged as the next-generation workflow orchestration platform, with a pythonic, developer-first approach. Our remote first company is singularly focused on this vision, and every team member directly contributes to its advancement. Every role solves a problem, and everyone can see exactly how their work helps achieve our mission.

To that end, we've carefully created a supportive, high-performance culture - the operating system of our company - that empowers our team to do the best work of their careers and achieve their personal and professional aspirations.

The company operates both open-source and commercial offerings, orchestrating mission critical workflows for Fortune 500 companies, data innovators, and rising startups. We are looking for folks who want to join a remote-first team #LI-Remote to continue building an equally amazing company, product, and developer community.

We are seeking a skilled Senior Customer Success Manager (Expansion) to drive growth within our existing customer base. In this role, you will own revenue growth and retention for our mid-market and enterprise customers, working in close partnership with Account Executives and Sales Engineering. As the commercial point of contact post-initial sale, you'll be in charge of onboarding and identifying and closing upsell and cross-sell opportunities while ensuring high customer satisfaction and retention.

The ideal candidate is a "farmer" who excels at building relationships and strategically growing B2B accounts, with the technical aptitude to engage credibly with developer audiences. You'll need to participate confidently in technical product conversations, knowing when and how to provide direct guidance, leverage existing resources, or bring in Sales Engineering expertise. Your ability to continuously self-educate on our workflow orchestration platform will be essential to identifying expansion opportunities and translating technical capabilities into business value.

You'll report to Prefect's Head of Revenue Strategy & Success, Kelsea.

• Own and grow a portfolio of mid-market and enterprise customer accounts, developing deep understanding of their business objectives and use cases
• Lead the onboarding process for new customers, ensuring a smooth transition from sales to success by providing clear guidance, product training, and strategic recommendations to drive early adoption and value realization
• Engage confidently in developer product discussions while knowing when to leverage Sales Engineering expertise, documentation, or other resources to address the most complex technical questions beyond your knowledge
• Drive upsell and cross-sell revenue by identifying, qualifying, and closing expansion opportunities within your accounts
• Manage the renewal process for all contracts in your portfolio, ensuring high retention rates and expanded commitments where possible
• Partner closely with Sales Engineering and Product team members to understand account health, product usage metrics, and customer feedback
• Build and maintain strategic account plans that map customer needs to Prefect solutions
• Meet or exceed quarterly and annual targets for expansion ARR and Net Dollar Retention

• 5+ years of experience in B2B SaaS account management, customer success, or consultative sales, with a focus on expansion and renewals
• 2+ years of experience working in account management at a developer tools/technical B2B SaaS company 
• Proven track record of meeting or exceeding revenue growth targets in an existing customer context
• Technical proficiency to engage credibly in developer conversations, with the judgment to know when to answer directly, point to resources, or loop in Sales Engineering
• Proven ability to continuously self-educate on technical products and translate that knowledge into expansion opportunities
• Experience serving as a bridge between technical users and business decision-makers in B2B SaaS environments
• Excellence in relationship building and maintaining high customer satisfaction
• Well-developed organizational skills and ability to manage multiple accounts and opportunities simultaneously
• Demonstrated success in cross-functional collaboration

Base Salary Ranges:

• San Francisco Bay Area & NYC Metro: $123,00-$150,000 (OTE $173,000-$200,000)
• Washington D.C., Boston, Los Angeles, Seattle: $116,000-$138,000 (OTE $166,000-$188,000)
• Denver, Chicago, Atlanta, & all other U.S. metros: $111,000-$132,000 (OTE $161,000-$182,000)

Actual base salary within each range depends on the candidate’s location, experience, and qualifications. OTE (on-target earnings) includes base salary + target commissions/bonuses. Please keep in mind that equity and benefits are not included in the range provided above.

Your recruiter can share more about the salary range for your preferred location during the hiring process.

Perks and Benefits:

We take care of our team- our benefits are top-notch so that employees can work comfortably from wherever in the world they call home. Check out some of our most exciting benefits offered below.

• Remote-first team with flexible-first culture
• Equity Stock Options
• 401(k) with 5% company match (vests immediately!)
• Unlimited PTO
• Medical, Dental and Vision insurance
• Generous Parental Leave
• Life Insurance and Disability benefits
• $800 remote work stipend for whatever you need to work (food, wellness, equipment etc.)

And that is just the start, there's more! For more info check out our top-of-the-line benefits and perks on our careers page.

Belongingness at Prefect is our commitment to ensuring mutual power, access, and opportunity among all groups and individuals who make up our community. We operationalize belongingness through actions large and small on a daily basis, but always with the goal that all groups and individuals can contribute as their most authentic self to the evolution of our product, our team, and our community.

Belongingness is also our commitment to bridge with individuals or groups not yet established in our community, acknowledge differences in a way that affirms distinct identities, and allows for a new, more expansive group identity to form.

Prefect is an equal opportunity employer and encourages applications from people of all backgrounds. All applicants will be considered for employment without attention to race, religion, color, sex (including pregnancy, sexual orientation and gender identity/expression), national origin, disability or any other status protected under applicable federal, state, or local laws.

Brad is a real live person (👋🏻) and is looking forward to learning more about you through your application.