VP of Expansion (Account Management)

About Us

At Crescendo, we’re transforming customer experience with Augmented AI—a seamless blend of human expertise and AI automation that delivers better, faster, more scalable support. We’re not just changing how support works. We’re reshaping the economics of an entire industry.

The Role

As VP of Expansion, you’ll be a foundational member of Crescendo’s revenue leadership team, responsible for owning and scaling our account growth strategy across the entire customer base. You’ll lead Crescendo’s expansion and renewals motion—building and coaching a high-performing Account Management team that consistently drives upsell, cross-sell, and long-term customer value.

This is a high-impact executive role for someone with deep experience in Customer Experience SaaS, a proven track record of driving expansion at scale, and the ability to design repeatable systems that maximize customer lifetime value. Reporting directly to the CRO, you’ll work closely with Sales, Customer Success, Product, and RevOps to establish expansion as a core revenue engine.

What You’ll Do:

Expansion Strategy & Execution

• Own Crescendo’s expansion and renewals revenue across mid-market and enterprise customers
• Define and operationalize the expansion playbook—from whitespace identification to multi-product selling
• Partner with Customer Success to identify expansion signals tied to usage, ROI, and stakeholder engagement
• Build forecasting and reporting systems that ensure visibility, accountability, and precision around NRR
• Act as executive sponsor on key commercial accounts

• Hire, develop, and lead a high-performing team of Account Managers focused on driving expansion outcomes
• Establish frameworks for account planning, QBRs, and territory strategy to support team success
• Build a culture of customer-first growth, accountability, and operational excellence

CX SaaS Expertise & Cross-Functional Collaboration

• Bring deep expertise in CX SaaS software—leveraging industry knowledge to shape expansion strategy and influence executive buyers
• Partner with Product Marketing to equip Account Managers with CX-focused narratives and playbooks
• Collaborate with RevOps to optimize segmentation, territories, compensation, and performance reporting
• Represent customer insights to Product and GTM leadership, influencing roadmap and go-to-market alignment

What We Expect From You:

• 10–12+ years in B2B SaaS, with at least 6 years leading post-sales, account management, or expansion teams
• Extensive experience in CX SaaS—customer support, contact center, or CX automation strongly preferred
• Proven track record of consistently driving >120% NRR and scaling expansion/renewals at $50M+ ARR companies
• Strong operator with the ability to balance strategy and execution in a high-growth environment
• Excellent leadership and coaching skills with a builder’s mindset and bias for action
• Skilled in forecasting, pipeline management, and multi-threaded enterprise selling
• Proficiency in Hubspot (we are a Hubspot shop), Gainsight, Gong, SalesNav, and account planning frameworks
• Hybrid work model with access to San Francisco or a major metro preferred

What You’ll Get In Return:

• Competitive Base Salary
• Generous paid vacation
• Attractive benefits pac
• kage including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why Crescendo?

• We’re creating a new category: Augmented AI.
• Our growth has been explosive—0 to $100M+ in ARR in under a year—and we’re just getting started.
• Our model is built on outcomes, not buzzwords. That means we only win when our customers do.
• You’ll join a high-performing, customer-obsessed team that values speed, creativity, and craft.
• We’re remote-first, people-first, and purpose-driven.

Join us and help shape the future of customer experience.

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].