Customer Success Manager, Scale

You've helped run a scale or pooled CS model before, or you've been inside one long enough to know what works and what doesn't. You know that scale CS done badly is just support with a fancier title, and done well it's a system that delivers consistent value to hundreds of customers. You want to join and help build the good version.

Expel is an MDR company. Our customers are security teams who depend on us to find and stop threats. We're launching a scale model for a segment of our customer base, and we're building it from scratch: the playbooks, the automation, the operating model, the measurement framework. You won't inherit a finished system. You'll be a primary contributor to designing it.

That means you're not just executing motions. You own specific programs within the model (new customer/onboarding cohorts, renewal campaigns, segment outreach), you exercise judgment on the edge cases the playbook doesn't cover, and you identify patterns across hundreds of customer interactions that tell you where the model needs to improve. When something breaks, you fix the process, not just the situation.

Your success is measured by the team's retention outcomes across the scale segment, the quality of your execution, and the motions you build and improve.

What Expel can do for you

Put you at the center of building a scale CS model from scratch inside a security company, with the latitude to shape how it works

Give you a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation, the kind of product story that makes CS conversations genuinely interesting

Surround you with experienced CS leadership that has built scale models before and knows the difference between good and bad

Connect you with customers who genuinely care about their security programs

Offer a clear path to grow professionally as our scale program and company grow

What you can do for Expel

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

What you should bring with you

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