Note: The job is a remote job and is open to candidates in USA. Expel is a security company focused on transforming security operations. They are seeking a Customer Success Manager to build a scale customer success model from scratch, focusing on designing playbooks, executing customer interactions, and improving processes.
Responsibilities
- 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
Skills
- 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)
- 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
- Experience in a scale, scaled, or digital CS model is strongly preferred
- Experience designing or significantly improving customer-facing processes or playbooks
Benefits
- Bonus eligibility
- Equity
- Unlimited PTO (which we model and encourage)
- Work location flexibility
- Up to 24 weeks of parental leave
- Really excellent health benefits
Company Overview