Customer Success Manager

What Expel can do for you

• Expel is a managed detection and response company doing things a bit differently. We're around 400 people, ~$120MM ARR, and still moving with the urgency of a startup. We're transparent with each other, we roll up our sleeves, and we treat people like people — including our customers.
• For this role specifically, you'd be joining a team that takes the craft of customer success seriously. You'll work alongside Security Solutions Engineers and Technical Support Engineers who make you smarter, and you'll have the autonomy to actually build something with your accounts rather than just manage them.
• This role is fully remote within the Republic of Ireland. Occasional travel to Expel HQ in Herndon, VA or to client sites may be required.

What you can do for Expel

• Drive renewal rates toward 95%+ across your book of business by staying ahead of risk, building genuine relationships, and helping customers get measurable value from Expel
• Own the business relationship with security leaders, key practitioners, and where possible, the people who hold the budget — and make sure they can articulate Expel's value to their own leadership
• Lead business reviews (sync or async, depending on the account) that tie Expel's work directly to what the customer cares about
• Spot and qualify expansion opportunities — cross-sells, upsells, overages — and hand them off to Account Executives to close
• Orchestrate internal resources (SSEs, TSEs, Support, Product) to make sure nothing falls through the cracks when customers need something
• Keep customers informed and calm during security incidents, coordinating with the SOC on the technical side while you handle the relationship
• Forecast renewals accurately, support senior teammates on complex situations, and participate in an on-call rotation for escalations a few times a year

What you should bring with you

• 2+ years in customer success or account management
• At least 2 years working in the security industry — whether in operations, consulting, GRC, incident response, or product
• A track record of driving retention and spotting growth opportunities in B2B environments with multiple stakeholders
• Bachelor's degree and/or relevant certifications are a plus
• You know when to listen and when to recommend — and you're better at the former than most
• You can flex your communication style from a technical practitioner conversation to a C-suite presentation without losing your thread
• You understand the cybersecurity market: MDR, EDR, SIEM, NDR, the competitive landscape, and how a well-run security programme actually works
• You're familiar enough with security frameworks (NIST CSF, etc.) and the attack lifecycle to field basic questions and know when to pull in deeper expertise
• You can juggle a portfolio of accounts without letting anything slide