Expel

Manage the Technical Support Engineering team by hiring, coaching, and maintaining SLOs while handling complex escalations. Lead the transformation of the support function by implementing AI and automation to eliminate repetitive work and improve efficiency.

Translate complex technical research from SOC and threat intel analysts into engaging content such as blogs, threat reports, and social threads. Collaborate with security and product teams to ensure technical accuracy while producing high-volume content for practitioners.

Manage a portfolio of complex commercial and enterprise accounts to drive retention and identify expansion opportunities. Orchestrate internal technical resources and lead strategic executive relationships to ensure customer investment value.

Ensure enterprise accounts realize maximum technical value through consultation, service integration, and hands-on problem solving. Coordinate technical incident responses and drive platform adoption to support customer retention and growth.

Build and scale ML infrastructure, including end-to-end training pipelines and production agentic applications on AWS. Operationalize ML models with a focus on governance, reliability, and scalability while mentoring junior engineers.

Lead and develop a global team of Customer Success Managers to drive renewal outcomes and forecast accuracy. Manage the full renewal cycle and partner with technical teams to ensure customer health and success.

This role involves leading the development and refinement of systems controlling customer purchase, access, and service usage, focusing on building the Commercial Engine to automate pricing strategy into a smooth product experience. The Product Manager will translate business goals into functional pricing models, manage the provisioning engine roadmap, and ensure accurate metering and activation processes.