Carry a portfolio of complex commercial and enterprise accounts
Drive ABR toward 95%+ across your portfolio
Own strategic relationships with economic buyers and security leaders
Lead business reviews focused on outcomes and driving resolution
Identify and qualify expansion opportunities and partner with Account Executives to close
Orchestrate internal resources so nothing falls through the cracks
Help customers build the internal case for Expel
Own executive communication during security incidents
Mentor and coach junior CSMs on complex situations
Participate in on-call rotation for customer escalations a few times per year

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
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
Solid negotiation and conflict management skills
Deep enough security domain knowledge to hold strategic conversations: MDR, EDR, SIEM, NDR, cloud, security frameworks, attack lifecycle
The instinct to mentor
A bachelor's degree or relevant certifications are a plus, not a requirement.

Senior Customer Success Manager

Key skills