Senior Customer Success Manager

You've been doing customer success long enough to know the difference between managing an account and actually owning it. Managing is the check-in cadence, the QBR template, the health score. Owning is knowing your customer's CISO trusts you enough to call when something goes sideways, and that their CFO can defend the Expel line item because you made that easy.

That's this role. You carry a portfolio of complex commercial and enterprise accounts. Some have a dedicated Technical Account Manager working alongside you. All of them have security teams that depend on Expel to find and stop threats, and executives who need to know that investment is paying off. You make sure both of those things are true.

You orchestrate. TAMs, SSEs, TSEs, SOC, Product: you bring in the right people at the right moments so customers get what they need without chasing anyone. You're not doing the deep technical work, but you understand enough to ask the right questions and know when something's off.

You also mentor. Less experienced CSMs look to you for how to handle a difficult renewal, structure an executive QBR, or read an account that's quietly going sideways. That's part of the job, and we take it seriously.

Your success is measured by retention in your book of business. The accounts are harder than what earlier-career CSMs handle. That's the point.

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 politics that come with them
• A real track record of driving retention and growing accounts, not just maintaining them
• Strong executive presence, as comfortable presenting to a CISO as working through a technical issue with a security analyst
• Real consultative instincts: you diagnose before you prescribe, and you reframe conversations when they're going sideways
• Solid negotiation and conflict management skills, having handled a difficult renewal or an escalated customer and come out the other side with the relationship intact
• Deep enough security domain knowledge to hold strategic conversations: MDR, EDR, SIEM, NDR, cloud, security frameworks, attack lifecycle
• The instinct to mentor, sharing what you know and making the people around you better
• A bachelor's degree or relevant certifications are a plus, not a requirement.

Additional notes

The base salary for this role is $134,700 - $195,300 + bonus and equity.

At Expel, our employee benefits reflect our commitment to our crew. Unlimited PTO, equity for everyone, work location flexibility, up to 24 weeks of parental leave, and excellent health benefits are some of the ways we care for our Expletives.

We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.

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