Senior Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $134.7k - $195.3k / year

⏰ Full Time

🟠 Senior

🏆 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

• Carry a portfolio of complex commercial and enterprise accounts • Drive ABR toward 95%+ across your portfolio • Own strategic relationships with economic buyers and security leaders • Lead business reviews focused on outcomes and driving resolution • Identify and qualify expansion opportunities and partner with Account Executives to close • Orchestrate internal resources so nothing falls through the cracks • Help customers build the internal case for Expel • Own executive communication during security incidents • Mentor and coach junior CSMs on complex situations • Participate in on-call rotation for customer escalations a few times per year

🎯 Requirements

• 6+ years of customer success, account management, or related customer-facing experience in B2B environments • At least 3 years in the security industry (operations, consulting, GRC, products, or incident response) • Experience managing complex customer relationships across multiple levels of an organization • A real track record of driving retention and growing accounts, not just maintaining them • Strong executive presence, as comfortable presenting to a CISO as working through a technical issue with a security analyst • Real consultative instincts: you diagnose before you prescribe • Solid negotiation and conflict management skills • Deep enough security domain knowledge to hold strategic conversations: MDR, EDR, SIEM, NDR, cloud, security frameworks, attack lifecycle • The instinct to mentor • A bachelor's degree or relevant certifications are a plus, not a requirement.

🏖️ Benefits

• Unlimited PTO • Equity for everyone • Work location flexibility • Up to 24 weeks of parental leave • Excellent health benefits