Associate Customer Success Manager, Scale

What Expel can do for you

• Put you inside a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation
• Give you experienced leadership that's actively building this model and invested in how you develop
• Teach you security domain knowledge from the inside, working alongside SOC analysts and engineers who do the technical work
• Connect you with customers who genuinely care about their security programs, even in a scaled model
• Offer a clear path, either into named CSM roles as you build relationship depth or deeper into scaled/digital CS as the function matures

What you can do for Expel

• 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

What you should bring with you

• 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

Additional notes

The base salary range for this role is between $73,500 USD to $106,600 USD + bonus eligibility and equity.

We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as relevant experience, skills, and location. The successful candidate will receive a competitive total compensation package that includes base salary, bonus, equity, a full benefits package, and a flexible time off policy.