Customer Success Manager, Scale
New
E
ExpelManaged Detection and Response (MDR)
Location: RemoteFull-TimeMiddle
Salary$93,900 — $136,200 USD + bonus eligibility and equity.
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Job Details
- Experience
- 2+ years of customer success, account management, or customer-facing experience. At least 2 years in the security industry.
- Required Skills
- Account ManagementCustomer Success
Requirements
- 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 in a scale, scaled, or digital CS model is strongly preferred
- 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
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
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