You're responsible for the gross retention of your book of business, ensuring customers renew with Expel because they recognize us as indispensable to their security program.
You accomplish this by owning the strategic relationship with economic buyers and key decision-makers, orchestrating internal resources to deliver technical value.
You lead quarterly business reviews, accurately forecast renewals, and identify expansion opportunities for Account Executives to pursue.
When technical depth is needed, you partner with Technical Account Managers or pull in Security Solutions Engineers and Technical Support Engineers.
You drive structural improvements to how Customer Success operates by identifying systemic gaps in the customer journey, designing solutions, and driving implementation across the organization.
Your success is measured by At-Bat Renewal Rate (ABR) and Dollar-Based Gross Retention (DBGR) within your portfolio.

Requirements

8+ years of customer success or account management experience, a significant portion of which carrying renewal quota
At least 4 years in the security industry (operations, products, consulting, GRC, or incident response)
Experience managing complex B2B customer relationships with multiple stakeholders, including C-level
Track record of driving retention, identifying growth opportunities, and improving team/organizational performance
Thorough understanding of the cybersecurity market including MDR, major product categories (EDR, SIEM, NDR, Cloud), and competitive dynamics
Sufficient technical fluency to field most customer questions, escalating only deep technical issues.

Benefits

Unlimited PTO
Equity for everyone
Work location flexibility
Up to 24 weeks of parental leave
Excellent health benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer successaccount managementrenewal quotaB2B customer relationshipsretention strategiesgrowth opportunitiescybersecurity knowledgetechnical fluencyMDREDR

Soft skills

strategic relationship managementcommunicationleadershiporganizational performanceproblem-solvingcollaborationforecastingcustomer journey improvementstakeholder managementimplementation