Customer Success Manager, Scale
New
E
ExpelCybersecurity
Location: RemoteFull-TimeSenior
Salary$140,000 - $165,700 + bonus and equity
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Job Details
- Experience
- 8+ years of customer success or account management experience, at least 4 years in the security industry
- Required Skills
- CybersecurityCustomer SuccessAccount ManagementRelationship management
Requirements
- 8+ years of customer success or account management experience, with a significant portion carrying renewal quota.
- At least 4 years of experience in the security industry (operations, products, consulting, GRC, or incident response).
- Experience managing complex B2B customer relationships with multiple stakeholders, including C-level.
- Thorough understanding of the cybersecurity market including MDR, EDR, SIEM, NDR, and Cloud.
- Sufficient technical fluency to field most customer questions, escalating only deep technical issues.
- Track record of driving retention and identifying growth opportunities.
- Proven experience in improving team or organizational performance.
Responsibilities
- Drive At-Bat Renewal Rate (ABR) towards 95%+ and proactively address risks to customer health.
- Build and maintain strategic relationships with CISOs, economic buyers, and key decision-makers.
- Lead business reviews, focused on customer success criteria, demonstrating progress toward outcomes.
- Identify and qualify expansion opportunities (cross-sell, upsell, overages) and coordinate with Account Executives.
- Orchestrate internal resources (TAM, SSE, TSE, Support, Product) to address customer needs.
- Ensure customers can articulate the value of Expel to their leadership using qualitative and quantitative evidence.
- Manage executive communication during customer security incidents in coordination with technical teams.
- Identify systemic gaps in the customer journey and drive structural improvements into CS operations.
- Provide coaching and mentorship to less experienced team members.
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