Associate Customer Success Manager, Scale

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $73.5k - $106.6k / 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

• Execute playbook-driven customer interactions across the scale segment: new customer/onboarding sequences, health checks, renewal prep, proactive outreach • Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes • Monitor health signals and act on automated alerts, escalating when situations exceed the playbook • Participate in one-to-many customer motions: webinars, office hours, digital campaigns • Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service and security operations basics • Flag gaps in playbooks and processes as you encounter them, contributing observations that help the team improve • Provide surge support during security incidents affecting scale customers

🎯 Requirements

• 2+ years of customer-facing experience, ideally in support, success, or account management • At least 1 year of exposure to the security industry (operations, products, consulting, GRC, or incident response) • Comfort with high-volume, queue-based work that requires frequent context-switching • Familiarity with the cybersecurity market: MDR, EDR, SIEM, NDR, cloud security, and what a real security program looks like • Strong written communication skills, clear and consistent across many interactions • Active listening skills and the ability to quickly understand customer context without deep account history • Comfort operating in an environment where the playbooks are still being written • A genuine bias toward getting better and a hunger for feedback.

🏖️ Benefits

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