Customer Success Manager, Scale

Expel is a security company focused on transforming security operations, and they are seeking a Customer Success Manager to help build a scale model for customer interactions. The role involves designing and executing customer engagement strategies, improving processes, and ensuring customer satisfaction in a high-volume environment.

Responsibilities:

• Help design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach
• Own specific motions or programs within the model, from design through execution and measurement
• Exercise judgment on edge cases, distinguishing between situations that fit the playbook, situations that need a creative solution, and situations that require escalation
• Design and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications
• Identify patterns in customer interactions and translate them into process improvements that make the scale function stronger
• Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common integration patterns
• Provide coaching and guidance to associate-level team members on process execution and customer handling
• Contribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworks

Requirements:

• 2+ years of customer success, account management, or customer-facing experience
• At least 2 years in the security industry (operations, products, consulting, GRC, or incident response)
• 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 skills, clear, efficient, and adaptable across customer segments
• Judgment to distinguish between what fits the playbook, what needs creativity, and what needs escalation
• Solid security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and how a real security program fits together
• Familiarity with CS platforms, ticketing systems, and automation tools, with opinions about what works
• Experience in a scale, scaled, or digital CS model is strongly preferred