Customer Success Manager
New
Fully remote within the Republic of IrelandFull-TimeMiddle
Salary€57,100 - €82,800 + bonus and equity
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Job Details
- Experience
- 2+ years in customer success or account management; At least 2 years working in the security industry
- Required Skills
- CybersecurityAccount ManagementCustomer Success
Requirements
- 2+ years of experience in customer success or account management.
- At least 2 years of professional experience in the security industry (e.g., operations, consulting, GRC, incident response, or product).
- Proven track record of driving retention and identifying growth opportunities in B2B environments.
- Ability to adapt communication style for technical practitioners and C-suite leadership.
- Knowledge of the cybersecurity market, including MDR, EDR, SIEM, and NDR.
- Familiarity with security frameworks like NIST CSF and the attack lifecycle.
- Strong organizational skills to manage a portfolio of accounts.
- Bachelor's degree or relevant certifications are considered a plus.
Responsibilities
- Drive renewal rates toward 95%+ by managing risk and providing measurable value to customers.
- Own business relationships with security leaders and stakeholders to articulate Expel's value.
- Lead business reviews to tie Expel's services to customer objectives.
- Identify and qualify expansion opportunities like cross-sells and upsells.
- Orchestrate internal teams including engineering and support to resolve customer needs.
- Manage customer communication during security incidents in coordination with the SOC.
- Forecast renewals and participate in an on-call rotation for escalations.
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