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 ResponsibilitiesExpansion 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 dealsValue-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 transactionsCustomer 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 intactPipeline 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 readinessCross-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 practicesSuccess 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.