[Hiring] Customer Success Manager @Expel

Role Description

Security is hard. Not just technically, but organizationally. Security leaders are constantly having to justify their programs, translate technical outcomes for non-technical executives, and demonstrate that their investments are working. At Expel, we exist to make that easier. And as a Customer Success Manager, you’re central to delivering on that promise.

• You own a portfolio of commercial accounts.
• Your customers renew because you’ve built real trust with their security teams and leaders.
• You ensure customers can clearly articulate what Expel has done for their program.
• You’re a genuine partner in their security journey.
• You’ll work alongside Technical Support Engineers and Security Solutions Engineers who handle the technical depth.
• Your focus is on the business relationship, value realization, and making sure customers stay and grow.
• You manage accounts of moderate complexity and know when to bring in reinforcements.
• Your success is measured by retention in your book of business.
• If customers renew and expand, you’re doing it right.
• We’re looking for someone based in the Pacific time zone of the United States to help us better serve our West Coast and APAC customers.

Qualifications

• 2+ years of customer success or account management experience supporting B2B customer relationships.
• At least 2 years of exposure to the cybersecurity industry through operations, consulting, governance, risk and compliance (GRC), products, or incident response.
• Experience managing multi-stakeholder customer relationships and navigating complex organizations.
• A track record of driving customer retention and recognizing opportunities for account growth.
• Strong consultative skills, including the ability to listen closely, ask thoughtful questions, and build trust.
• The ability to communicate comfortably with both security engineers and senior executives, including CISOs.
• Solid familiarity with MDR, EDR, SIEM, NDR, cloud security, and how those technologies fit into a broader security program.
• Working familiarity with security frameworks such as the NIST Cybersecurity Framework.
• Basic negotiation and conflict management skills, including the ability to stay calm and constructive when situations get complicated.
• A bachelor’s degree or relevant certifications are a plus, not a requirement.

Requirements

• Drive annualized bookings retention (ABR) toward 95% or higher across your portfolio.
• Forecast renewals accurately and get ahead of customer health risks.
• Build trusted relationships with security practitioners, managers, economic buyers, and executive stakeholders who influence renewal decisions.
• Lead business reviews, synchronously or asynchronously depending on account complexity, that connect Expel’s work to customer goals and measurable outcomes.
• Identify and qualify expansion opportunities, including cross-sell, upsell, and overages, and partner with Account Executives to move them forward.
• Coordinate Security Solutions Engineers, Technical Support Engineers, Support, Product, and other internal partners so customers get the help they need.
• Help customers clearly communicate the value of their Expel investment to their leadership through both data and a compelling narrative.
• Own customer-facing communication during security incidents, partnering with the SOC and technical teams on the response.
• Participate in the customer escalation on-call rotation a few times per year.

Benefits

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

Company Description

The base salary range for this role is $93,900–$136,200, plus bonus and equity. While this represents the full compensation range, we're targeting a base salary between $105,000–$126,000 for this particular hire. Final compensation will be determined based on a candidate's relevant experience, skills, qualifications, and alignment with the needs of the role.

We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.

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