Customer Success Manager

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Achieve renewal rates of 95%+ for your portfolio by proactively managing risks, fostering authentic relationships, and ensuring customers derive measurable value from Expel.

• Take ownership of the business relationship with security leaders, key practitioners, and, where feasible, budget holders — ensuring they can effectively communicate Expel's value to their leadership.

• Conduct business reviews (synchronous or asynchronous, based on the account) that connect Expel's efforts directly to the customer's priorities.

• Identify and qualify opportunities for expansion — including cross-sells, upsells, and overages — and pass them to Account Executives for closure.

• Coordinate internal resources (SSEs, TSEs, Support, Product) to ensure that nothing is overlooked when customers require assistance.

• Keep customers updated and reassured during security incidents, collaborating with the SOC on technical aspects while you manage the relationship.

• Accurately forecast renewals, assist senior colleagues with complex situations, and participate in an on-call rotation for escalations a few times a year.

⛳️ Requirements

• A minimum of 2 years of experience in customer success or account management.

• At least 2 years of experience in the security industry — in roles such as operations, consulting, GRC, incident response, or product.

• Proven ability to drive retention and identify growth opportunities within B2B environments involving multiple stakeholders.

• A bachelor's degree and/or relevant certifications are advantageous.

• You possess the discernment to know when to listen and when to provide recommendations, excelling in the former.

• Capable of adapting your communication style from technical discussions to C-suite presentations while maintaining coherence.

• A solid understanding of the cybersecurity market: MDR, EDR, SIEM, NDR, the competitive landscape, and the workings of a well-managed security program.

• Familiarity with security frameworks (NIST CSF, etc.) and the attack lifecycle to address basic queries and recognize when to engage deeper expertise.

• Ability to manage a portfolio of accounts effectively without allowing any details to slip through the cracks.

🏝️ Benefits

• Occasional travel to Expel HQ in Herndon, VA, or to client sites may be necessary.