Associate Customer Success Manager, Scale

New

ExpelMDR Cybersecurity

RemoteFull-TimeMiddle

Salary$73,500 USD to $106,600 USD + bonus eligibility and equity.

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Job Details

Experience: 2+ years of customer-facing experience, ideally in support, success, or account management; 1 year of exposure to the security industry.
Required Skills: CybersecurityAccount ManagementCustomer supportCustomer Success

2+ years of customer-facing experience, ideally in support, success, or account management.
At least 1 year of exposure to the security industry (operations, products, consulting, GRC, or incident response).
Comfort with high-volume, queue-based work that requires frequent context-switching.
Familiarity with the cybersecurity market: MDR, EDR, SIEM, NDR, cloud security.
Strong written communication skills, clear and consistent across many interactions.
Active listening skills and the ability to quickly understand customer context without deep account history.
Comfort operating in an environment where the playbooks are still being written.
A genuine bias toward getting better and a hunger for feedback.

Execute playbook-driven customer interactions across the scale segment: new customer/onboarding sequences, health checks, renewal prep, proactive outreach.
Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes.
Monitor health signals and act on automated alerts, escalating when situations exceed the playbook.
Participate in one-to-many customer motions: webinars, office hours, digital campaigns.
Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service and security operations basics.
Flag gaps in playbooks and processes as you encounter them, contributing observations that help the team improve.
Provide surge support during security incidents affecting scale customers.

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