Customer Success Manager

Expel

Customer Success Manager building a scale model from scratch in an MDR company. Designing playbooks and improving customer interactions to enhance retention outcomes.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $93,900 - $136,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and executing customer engagement strategies within the security industry, focusing on process improvement and technical credibility. Proficient in managing high-volume customer interactions and providing guidance to team members.

Highest-signal resume keywords

Customer Success ExperienceSecurity Industry KnowledgeProcess Improvement DesignHigh-Volume Work ManagementWritten Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer-Facing ProcessesPlaybook DesignProcess ImprovementSecurity OperationsIntegration PatternsAutomation WorkflowsMeasurement FrameworksDigital CampaignsWebinar DesignCustomer Engagement

Soft Skills

JudgmentCoachingAdaptability

Tools & Technologies

CS PlatformsTicketing SystemsAutomation Tools

Industry Keywords

MDREDRSIEMNDRCloud SecurityGRCIncident Response

Tech Stack

Tools & technologies

CloudSwitching

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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, with opinions about what works

Benefits

Comp & perks

Unlimited PTO (which we model and encourage)
Work location flexibility
Up to 24 weeks of parental leave
Really excellent health benefits