Customer Success Manager, Scale

📋 Description

• Design and scale a scale CS model from scratch inside a security company.
• Own programs within the model (onboarding cohorts, renewals, segment outreach).
• Exercise judgment on edge cases; fix the process, not just the situation.
• Design and lead one-to-many customer engagements: webinars, digital campaigns.
• Identify patterns in customer interactions to improve the scale model.
• Maintain technical credibility about Expel's service and security integrations.

🎯 Requirements

• 2+ years of customer success, account management, or customer-facing experience
• At least 2 years in the security industry (ops, products, or incident response)
• Experience in a scale, digital CS model is strongly preferred
• Experience designing or significantly improving customer-facing processes or playbooks
• Strong comfort with high-volume, queue-based work and frequent context-switching
• Excellent written communication across customer segments
• Authorized to work in the United States

🎁 Benefits

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