Senior Customer Success Manager

Expel

Senior Customer Success Manager managing complex customer accounts for Expel. Mentoring junior CSMs and driving retention and growth in security operations.

Posted 7/2/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $134,700 - $195,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex customer relationships and driving account growth in the security industry, with a strong focus on executive communication and consultative problem-solving. Capable of mentoring junior team members and orchestrating internal resources to ensure customer success.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementSecurity Domain KnowledgeExecutive CommunicationNegotiation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

B2B Customer-Facing ExperienceRetention StrategiesAccount GrowthSecurity FrameworksMDREDRSIEMNDRIncident ResponseGRC

Soft Skills

Consultative InstinctsConflict ManagementMentoring

Certifications & Qualifications

Bachelor's DegreeRelevant Certifications

Industry Keywords

Complex Customer RelationshipsEconomic BuyersSecurity LeadersBusiness ReviewsOn-Call Rotation

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Carry a portfolio of complex commercial and enterprise accounts
Drive ABR toward 95%+ across your portfolio
Own strategic relationships with economic buyers and security leaders
Lead business reviews focused on outcomes and driving resolution
Identify and qualify expansion opportunities and partner with Account Executives to close
Orchestrate internal resources so nothing falls through the cracks
Help customers build the internal case for Expel
Own executive communication during security incidents
Mentor and coach junior CSMs on complex situations
Participate in on-call rotation for customer escalations a few times per year

Requirements

What you’ll need

6+ years of customer success, account management, or related customer-facing experience in B2B environments
At least 3 years in the security industry (operations, consulting, GRC, products, or incident response)
Experience managing complex customer relationships across multiple levels of an organization
A real track record of driving retention and growing accounts, not just maintaining them
Strong executive presence, as comfortable presenting to a CISO as working through a technical issue with a security analyst
Real consultative instincts: you diagnose before you prescribe
Solid negotiation and conflict management skills
Deep enough security domain knowledge to hold strategic conversations: MDR, EDR, SIEM, NDR, cloud, security frameworks, attack lifecycle
The instinct to mentor
A bachelor's degree or relevant certifications are a plus, not a requirement.

Benefits

Comp & perks

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