Note: The job is a remote job and is open to candidates in USA. Expel is an MDR company that helps security teams find and stop threats. The Customer Success Manager, Scale will help build and operate a scale customer success model from scratch, owning customer programs, designing one-to-many engagements, improving playbooks and processes, and supporting retention across the scale segment.
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)
- * Experience designing or significantly improving customer-facing processes or playbooks
- * 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
- We're only hiring those authorized to work in the United States
- * Experience in a scale, scaled, or digital CS model is strongly preferred
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
- A clear path to grow professionally as our scale program and company grow
Company Overview