Customer Success Manager

🕒 July 14

🇺🇸 United States – Remote

💵 $93.9k - $136.2k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 55%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Design, execute, and continuously improve playbook-driven customer interactions across the scale segment, including onboarding, health checks, renewals, and proactive outreach • Own customer success motions and programs from design through execution and measurement • Exercise judgment on edge cases and determine when to follow playbooks, create solutions, or escalate • Design and lead one-to-many customer engagements such as webinars, digital campaigns, and scaled communications • Identify customer interaction patterns and translate them into process improvements • Maintain technical credibility when discussing Expel’s service, security operations, and common integration patterns • Coach and guide associate-level team members on process execution and customer handling • Contribute to the scale operating model, including systems requirements, automation workflows, and 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 • Comfort with high-volume, queue-based work and frequent context-switching • Excellent written communication skills • Judgment to distinguish between situations that fit the playbook, need creativity, or require escalation • Security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and security program fundamentals • Familiarity with CS platforms, ticketing systems, and automation tools • Authorization to work in the United States

🏖️ Benefits

• Bonus eligibility • Equity • Unlimited PTO • Work location flexibility • Up to 24 weeks of parental leave • Excellent health benefits • Professional growth opportunities

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