Senior Manager, Customer Success

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $142.9k - $207.2k / 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

• Lead, coach, and develop a team of CSMs across multiple levels and geographies; meet people where they are and systematically raise their game in value communication, renewal execution, and stakeholder engagement • Own ABR and DBGR outcomes for your team’s portfolio; drive forecast accuracy and hold the team accountable for surfacing and addressing renewal risks early • Coach CSMs through the full renewal cycle — from health monitoring and success planning to commercial negotiation and close • Set clear performance expectations and manage to them with both directness and care • Maintain active visibility into customer health; make sure the right conversations are happening at the right cadence and quality • Partner with TAM, SSE, TSE, Support, and Product to connect your customers with the technical depth they need • Be present for your team and your customers when it matters — including across time zones and through escalations

🎯 Requirements

• 4+ years leading customer-facing teams, with a strong preference for customer success or account management • 8+ years in customer success or account management in B2B SaaS or services — including real exposure to renewal quota ownership • At least 3 years in the security industry; you don’t need to be a practitioner, but you need to understand the landscape • A genuine belief that CSMs should own commercial outcomes, and a track record of building teams that deliver on that • Strong coaching instincts, paired with the operational rigor to run a portfolio at scale • Excellent communication skills across the full range — from early-career ICs to C-suite stakeholders • Comfort working in an environment that’s evolving quickly, with the judgment to operate effectively anyway.

🏖️ Benefits

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