Associate Customer Success Manager, Scale

Expel

Associate Customer Success Manager executing customer interactions for a security team. Fast-paced work with a focus on resolving customer needs and maintaining service credibility.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $73,500 - $106,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer engagement and support within the security industry, with a focus on effective communication, problem resolution, and process improvement. Proficient in managing high-volume customer interactions while maintaining technical credibility and adapting to evolving playbooks.

Highest-signal resume keywords

Customer-Facing ExperienceSecurity Industry ExposureHigh-Volume Queue ManagementStrong Written Communication SkillsActive Listening Skills

ATS Keywords

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Applicant Tracking System Keywords

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

Soft Skills

Problem ResolutionAdaptabilityFeedback Orientation

Tools & Technologies

MDREDRSIEMNDRCloud Security

Industry Keywords

Customer SuccessAccount ManagementSecurity OperationsIncident ResponseGRC

Tech Stack

Tools & technologies

CloudCyber SecuritySwitching

About the role

Key responsibilities & impact

Execute playbook-driven customer interactions across the scale segment: new customer/onboarding sequences, health checks, renewal prep, proactive outreach
Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes
Monitor health signals and act on automated alerts, escalating when situations exceed the playbook
Participate in one-to-many customer motions: webinars, office hours, digital campaigns
Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service and security operations basics
Flag gaps in playbooks and processes as you encounter them, contributing observations that help the team improve
Provide surge support during security incidents affecting scale customers

Requirements

What you’ll need

2+ years of customer-facing experience, ideally in support, success, or account management
At least 1 year of exposure to the security industry (operations, products, consulting, GRC, or incident response)
Comfort with high-volume, queue-based work that requires frequent context-switching
Familiarity with the cybersecurity market: MDR, EDR, SIEM, NDR, cloud security, and what a real security program looks like
Strong written communication skills, clear and consistent across many interactions
Active listening skills and the ability to quickly understand customer context without deep account history
Comfort operating in an environment where the playbooks are still being written
A genuine bias toward getting better and a hunger for feedback.

Benefits

Comp & perks

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