[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Expel is a company focused on transforming security operations through AI and automation. They are seeking a Senior Customer Success Manager to manage a portfolio of complex commercial and enterprise accounts, ensuring customer satisfaction and retention while mentoring junior team members.

Responsibilities

• 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

Skills

• 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

Benefits

• Bonus
• Equity
• Unlimited PTO
• Equity for everyone
• Work location flexibility
• Up to 24 weeks of parental leave
• Excellent health benefits

Company Overview