Expel Customer Success Manager at Expel focused on building and executing a scale customer success model for security teams. Own specific programs, improve playbooks, and drive retention outcomes across the scale segment.
Responsibilities
Put you at the center of building a scale CS model from scratch inside a security company, with the latitude to shape how it works
Give you a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation, the kind of product story that makes CS conversations genuinely interesting
Surround you with experienced CS leadership that has built scale models before and knows the difference between good and bad
Connect you with customers who genuinely care about their security programs
Offer a clear path to grow professionally as our scale program and company grow
Help design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach
Own specific motions or programs within the model, from design through execution and measurement
Exercise judgment on edge cases, distinguishing between situations that fit the playbook, situations that need a creative solution, and situations that require escalation
Design and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications
Identify patterns in customer interactions and translate them into process improvements that make the scale function stronger
Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common integration patterns
Qualification
2+ years of customer successExperience in a scaleStrong comfort with high-volumeExcellent written communication skillsSolid security domain fluencyFamiliarity with CS platforms
Required
Provide coaching and guidance to associate-level team members on process execution and customer handling
Contribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworks
2+ years of customer success, account management, or customer-facing experience
At least 2 years in the security industry (operations, products, consulting, GRC, or incident response)
Experience in a scale, scaled, or digital CS model is strongly preferred
Experience designing or significantly improving customer-facing processes or playbooks
Strong comfort with high-volume, queue-based work and frequent context-switching
Excellent written communication skills, clear, efficient, and adaptable across customer segments
Judgment to distinguish between what fits the playbook, what needs creativity, and what needs escalation
Solid security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and how a real security program fits together
Familiarity with CS platforms, ticketing systems, and automation tools, with opinions about what works
