Associate Customer Success Manager

About the Company

Expel is an MDR company. Our customers are security teams who depend on us to catch threats and keep their organizations safe. We are transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation.

Responsibilities

• Execute playbook-driven customer interactions across the scale segment including onboarding, health checks, and renewal prep
• Handle inbound customer requests through shared queues and resolve issues using established processes
• Monitor health signals and act on automated alerts, escalating when necessary
• Participate in one-to-many customer motions such as webinars, office hours, and digital campaigns
• Maintain technical credibility regarding Expel's service and security operations basics
• Flag gaps in playbooks and processes to help the team improve
• Provide surge support during security incidents affecting scale customers

Requirements

• 2+ years of customer-facing experience in support, success, or account management
• At least 1 year of exposure to the security industry
• Familiarity with the cybersecurity market (MDR, EDR, SIEM, NDR, cloud security)
• Comfort with high-volume, queue-based work and frequent context-switching
• Strong written communication and active listening skills
• Ability to operate in an environment where playbooks are still being developed

Benefits

• Base salary range of $73,500 - $106,600 USD plus bonus and equity
• Unlimited PTO
• Work location flexibility
• Up to 24 weeks of parental leave
• Excellent health benefits