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Salary: USD 93,900 - 136,200 / annual
Expel is a cloud security company that helps security leaders justify their programs, translate technical outcomes for non-technical executives, and demonstrate ROI on security investments.
As a Customer Success Manager, you will own a portfolio of commercial accounts and drive retention and expansion. You are the primary business relationship owner—not a product trainer or scheduler, but a genuine partner in customers' security journeys. You'll work alongside Technical Support Engineers and Security Solutions Engineers who handle technical depth, while you focus on business relationships, value realization, and account growth.
Key responsibilities include:
- Driving annualized bookings retention (ABR) toward 95%+ across your portfolio and forecasting renewals accurately
- Building trusted relationships with security practitioners, managers, economic buyers, and executive stakeholders
- Leading business reviews that connect Expel's work to customer goals and measurable outcomes
- Identifying and qualifying expansion opportunities (cross-sell, upsell, overages) and partnering with Account Executives
- Coordinating internal teams (Security Solutions Engineers, Technical Support, Product, etc.) to ensure customers get needed support
- Helping customers communicate the value of their Expel investment to their leadership through data and narrative
- Owning customer-facing communication during security incidents, partnering with the SOC and technical teams
- Participating in customer escalation on-call rotation a few times per year
You'll be based in the Pacific time zone to better serve West Coast and APAC customers. Success is measured by retention and expansion in your book of business.
Requirements:
- 2+ years of customer success or account management experience supporting B2B customer relationships
- At least 2 years of exposure to the cybersecurity industry (operations, consulting, GRC, products, or incident response)
- Experience managing multi-stakeholder customer relationships and navigating complex organizations
- Track record of driving customer retention and recognizing account growth opportunities
- Strong consultative skills: ability to listen closely, ask thoughtful questions, and build trust
- Ability to communicate comfortably with both security engineers and senior executives, including CISOs
- Solid familiarity with MDR, EDR, SIEM, NDR, cloud security, and how those technologies fit into a broader security program
- Working familiarity with security frameworks such as the NIST Cybersecurity Framework
- Basic negotiation and conflict management skills; ability to stay calm and constructive in complicated situations
- Bachelor's degree or relevant certifications are a plus, not a requirement
