Customer eXpansion Manager

About the Job

Are you looking for a home at a fast-paced and dynamic technology company that is willing to invest in your future?

NetFabric is a rapidly growing technology solutions and Managed Services Provider based in the Oklahoma City area. As we continue shifting from a traditional VAR model to a managed services-led organization, we are seeking a highly skilled and motivated CXM — Customer eXpansion Manager for our corporate office.

The CXM — Customer eXpansion Manager role has evolved beyond a support-focused Customer Experience function into a revenue-generating customer growth position. This role will own a defined portfolio of approximately 30-40 active recurring revenue customers, along with additional transactional accounts, and will be accountable for protecting recurring revenue, expanding customer relationships, identifying new logo opportunities, and aligning NetFabric’s services to measurable customer business outcomes.

Duties and Responsibilities:

Own and manage an assigned customer module

• Manage a defined portfolio of 30-40 active recurring revenue customers, plus additional transactional accounts
• Protect recurring revenue through proactive relationship management, risk identification, and renewal discipline
• Build strategic relationships with decision makers, influencers, and technical stakeholders within assigned accounts

Drive revenue growth and expansion

• Identify and advance cross-sell, upsell, and expansion opportunities across managed services, networking, security, cloud, and infrastructure solutions
• Develop new logo opportunities from a provided list of prospects and greenfield accounts
• Partner with Account Executives, engineering, operations, and service delivery teams to convert customer needs into qualified opportunities

Maintain pipeline and forecast discipline

• Maintain accurate customer, opportunity, activity, and forecast data in Halo
• Manage a disciplined cadence around renewals, expansion opportunities, next steps, and close dates
• Provide clear visibility into revenue production, account health, churn risk, and growth opportunities

Lead strategic business reviews focused on outcomes

• Conduct recurring business reviews with customers to align technology investments with business objectives
• Translate service performance, lifecycle needs, and customer priorities into actionable account plans
• Use business reviews to reinforce NetFabric value, uncover expansion potential, and reduce churn risk

Deliver measurable performance against revenue and book-of-business goals

• Revenue production metrics may include new recurring revenue, expansion revenue, and new logo creation
• Book-of-business performance metrics may include revenue retention, revenue growth, churn reduction, and improvement in customer health
• Performance weighting is expected to balance revenue production and book-of-business performance, with each category representing approximately 40-60% of total variable focus

Support NetFabric’s managed services growth strategy

• Position managed services and recurring revenue solutions as core growth priorities
• Collaborate with service delivery and engineering teams to ensure customer commitments are understood, aligned, and commercially sustainable
• Provide market, customer, and account feedback to improve NetFabric offerings, pricing, and go-to-market execution

Additional NetFabric job duties as required or business needs dictate

Qualifications and Education Requirements

• Minimum 5 years of experience in customer success, account management, sales, managed services, IT services, or related technology advisory roles
• Demonstrated ability to protect recurring revenue, identify expansion opportunities, and manage customer relationships tied to measurable business outcomes
• Strong CRM discipline, pipeline management, forecasting accuracy, and account planning capabilities; experience with Halo preferred
• Exceptional organizational, communication, time management, facilitation, and relationship-building skills
• Strong working knowledge of IT professional services, managed services, recurring revenue models, and customer lifecycle management

Preferred Qualifications

• Managed Services Provider or VAR background strongly preferred
• Familiarity with technology vendors and solutions such as Cisco, HPE, Juniper, security, cloud, infrastructure, and network modernization offerings
• Experience conducting strategic business reviews, renewal conversations, expansion planning, and executive stakeholder engagement
• Commercial mindset with the ability to balance customer advocacy, service outcomes, and revenue growth
• Commitment to integrity, professionalism, ownership, and continual improvement
• Intelligent, capable, creative, and comfortable operating in a fast-paced growth environment
• Able to demonstrate leadership, accountability, and ownership of customer and revenue outcomes regardless of position or tenure

Benefits

• Competitive salary
• Health, dental, and vision insurance
• 401(k) retirement plan
• Professional development opportunities

The preferred candidate will work a hybrid schedule, with three days per week onsite in our Oklahoma City office. Remote candidates will also be considered, though preference will be given to candidates who can work the hybrid schedule.