Customer Success Manager, Scale

About this role

Help build Expel’s scale customer success model for a segment of its MDR customers. Design and run customer programs, improve playbooks and automation, and use customer interaction patterns to strengthen retention and the operating model.

About the company

Expel provides managed detection and response security services backed by software and human analysts. It helps organizations monitor threats and respond to incidents faster.

What you'll do

• Design and improve playbook-driven onboarding, health checks, renewals, and proactive outreach
• Own customer success programs from design through execution and measurement
• Lead one-to-many engagements such as webinars and digital campaigns
• Use judgment to resolve edge cases and escalate when needed
• Identify customer trends and translate them into process improvements
• Maintain technical credibility on Expel’s service, security operations, and common integrations
• Coach associate-level team members
• Contribute to systems, automation, and measurement framework design

What we're looking for

• 2+ years of customer success, account management, or other customer-facing experience
• At least 2 years of experience in the security industry
• Experience designing or significantly improving customer-facing processes or playbooks
• Comfort with high-volume, queue-based work and frequent context-switching
• Excellent written communication and sound escalation judgment
• Fluency in MDR, EDR, SIEM, NDR, cloud security, and security programs
• Familiarity with customer success platforms, ticketing systems, and automation tools

Nice to have

• Experience in a scale, scaled, or digital customer success model

Benefits

• Bonus eligibility and equity
• Unlimited paid time off
• Work location flexibility
• Up to 24 weeks of parental leave
• Health benefits