Associate Customer Success Manager, Scale

About the role

You're part of a team that collectively owns a segment of customers, not individually assigned accounts. You pick up the next customer who needs help, resolve it, document it, and move on.

Responsibilities

• 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
• 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
• Participate in one-to-many customer motions: webinars, office hours, digital campaigns
• Provide surge support during security incidents affecting scale customers

Requirements

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)

Familiarity with the cybersecurity market: MDR, EDR, SIEM, NDR, cloud security, and what a real security program looks like

Comfort with high-volume, queue-based work that requires frequent context-switching

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

Qualifications

Experience in a similar role is preferred but not required

Experience with automation tools and technologies is beneficial

Skills

Technical credibility in security operations

Ability to communicate effectively with customers

High attention to detail and organizational skills

Benefits

Base salary range: $73,500 USD to $106,600 USD + bonus eligibility and equity

Unlimited PTO

Work location flexibility

Up to 24 weeks of parental leave

Excellent health benefits

Equal Opportunity Employer