Senior Customer Success Manager

Responsibilities

• Drive ABR toward 95%+ across your portfolio, forecasting renewals accurately and getting ahead of risk
• Own strategic relationships with economic buyers, security leaders, and renewal decision-makers
• Lead business reviews focused on outcomes and driving resolution
• Identify and qualify expansion opportunities like cross-sell, upsell, and overages
• Orchestrate internal resources including TAM, SSE, TSE, Support, and Product teams
• Help customers build the internal case for Expel using data and narrative
• Own executive communication during security incidents
• Mentor and coach junior CSMs on complex situations and executive engagement
• Participate in on-call rotation for customer escalations a few times per year

Requirements

• 6+ years of customer success, account management, or related B2B experience
• At least 3 years in the security industry (operations, consulting, GRC, products, or incident response)
• Experience managing complex customer relationships across multiple organizational levels
• Proven track record of driving retention and account growth
• Strong executive presence and consultative instincts
• Solid negotiation and conflict management skills
• Deep security domain knowledge (MDR, EDR, SIEM, NDR, cloud, security frameworks, attack lifecycle)

Preferred Qualifications

• Bachelor's degree
• Relevant industry certifications

Benefits

• Unlimited PTO
• Equity for everyone
• Work location flexibility
• Up to 24 weeks of parental leave
• Excellent health benefits

About the Company

Expel is transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation.