Senior Customer Success Manager

What Expel can do for you

• Give you meaningful autonomy over your book and real access to the people who make decisions at Expel
• Put you at the table when it comes to improving how we serve customers, not just executing someone else's playbook
• Surround you with TAMs, SSEs, and a CS leadership team that knows the difference between a relationship manager and a strategic partner
• Hand you accounts complex enough to be genuinely interesting, with internal collaboration that's real, not performative
• Put you at the center of a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation
• Connect you with customers who genuinely care about their security programs and want to get better, not buyers managing a vendor
• Offer a clear path toward principal-level CS work or CS leadership

What you can do for Expel

• Drive ABR toward 95%+ across your portfolio, forecasting renewals accurately and getting ahead of risk before it's a crisis
• Own strategic relationships with economic buyers, security leaders, and the people who make renewal decisions, not just the day-to-day practitioners
• Lead business reviews (primarily in-person for larger accounts) focused on outcomes and driving resolution when things stall
• Identify and qualify expansion opportunities (cross-sell, upsell, overages) and partner with Account Executives to close
• Orchestrate internal resources (TAM, SSE, TSE, Support, Product) so nothing falls through the cracks and customers feel the difference
• Help customers build the internal case for Expel, arming their leaders with data and narrative to defend the investment
• Own executive communication during security incidents, coordinating with TAMs and the SOC on technical response
• Mentor and coach junior CSMs on complex situations, renewal conversations, and executive engagement
• Participate in on-call rotation for customer escalations a few times per year

What you should bring with you

• 6+ years of customer success, account management, or related customer-facing experience in B2B environments
• At least 3 years in the security industry (operations, consulting, GRC, products, or incident response)
• Experience managing complex customer relationships across multiple levels of an organization, including navigating the politi