Customer Success Manager

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

📋 Description

• Manage a portfolio of commercial accounts

• Strive for annualized bookings retention of 95% or higher while accurately forecasting renewals

• Proactively address customer health risks

• Cultivate trusted relationships with security practitioners, managers, economic buyers, and executive stakeholders

• Conduct business reviews that connect Expel’s efforts to customer objectives and measurable outcomes

• Identify and assess opportunities for cross-selling, upselling, and overage expansion

• Collaborate with Account Executives to promote expansion opportunities

• Coordinate with Security Solutions Engineers, Technical Support Engineers, Support, Product, and other internal teams

• Assist customers in conveying the value of their Expel investment through data and narrative

• Manage customer-facing communications during security incidents in collaboration with the SOC and technical teams

• Take part in the customer escalation on-call rotation several times a year

⛳️ Requirements

• Must be located in the Pacific time zone of the United States

• Must be authorized to work in the United States

• Minimum of 2 years of experience in customer success or account management in B2B settings

• At least 2 years of exposure to the cybersecurity sector through operations, consulting, governance, risk and compliance (GRC), products, or incident response

• Proven experience in managing multi-stakeholder customer relationships and navigating intricate organizations

• Track record of enhancing customer retention and identifying opportunities for account growth

• Strong consultative abilities, including attentive listening, insightful questioning, and trust-building

• Comfortable communicating with security engineers and senior executives, including CISOs

• Familiarity with MDR, EDR, SIEM, NDR, cloud security, and their integration into a comprehensive security program

• Basic knowledge of security frameworks like the NIST Cybersecurity Framework

• Basic negotiation and conflict management skills

• A bachelor’s degree or relevant certifications are advantageous, though not mandatory

• Willing to engage in the customer escalation on-call rotation several times a year

• Ability to participate in synchronous or asynchronous business reviews

🏝️ Benefits

• Bonus

• Equity for all employees

• Unlimited paid time off (PTO)

• Flexible work location options

• Up to 24 weeks of parental leave

• Excellent health benefits

• Reasonable accommodations for disabilities