Customer Success Manager

🔥 11 minutes ago

🇺🇸 United States – Remote

💵 $93.9k - $136.2k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Expel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • SaaS • Technology

Expel is a leading cybersecurity company specializing in Managed Detection and Response (MDR) services. They offer a range of solutions, including phishing investigation, threat hunting, and vulnerability prioritization, tailored for organizations of all sizes with 24x7 protection. Expel's Security Operations Platform, Expel Workbench™, integrates with existing tech to enhance security operations. Their expert team and advanced technology help reduce alert noise, respond swiftly to incidents, and improve overall security posture, enabling organizations to focus on core business activities without worrying about cybersecurity threats.

📋 Description

• 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 • 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

🎯 Requirements

• 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

🏖️ Benefits

• Unlimited PTO (which we model and encourage) • Work location flexibility • Up to 24 weeks of parental leave • Really excellent health benefits