Associate Customer Success Manager, Scale (US Remote)

Job Overview

The Associate Customer Success Manager will handle structured customer interactions across onboarding, health checks, renewal preparation, proactive outreach, shared support queues, and one-to-many customer programs while maintaining sufficient cybersecurity knowledge to support Expel’s customers effectively.

Key Responsibilities

• Execute playbook-driven customer interactions across Expel’s scale customer segment.
• Support new-customer and onboarding sequences, health checks, renewal preparation, and proactive outreach.
• Handle inbound customer requests through shared queues using established processes.
• Resolve customer issues and document outcomes before moving to the next customer need.
• Monitor customer health signals and respond to automated alerts.
• Escalate situations that fall outside established playbooks.
• Participate in one-to-many customer programs such as webinars, office hours, and digital campaigns.
• Communicate knowledgeably about Expel’s service and fundamental security operations concepts.
• Identify gaps in playbooks and processes and provide observations that can improve the team’s operating model.
• Provide surge support during security incidents affecting scale customers.

Required Qualifications

• 2+ years of customer-facing experience, ideally within customer support, customer success, or account management.
• At least 1 year of exposure to the security industry through areas such as security operations, security products, consulting, governance, risk and compliance, or incident response.
• Comfort working in a high-volume, queue-based environment requiring frequent context switching.
• Familiarity with the cybersecurity market, including MDR, EDR, SIEM, NDR, cloud security, and the fundamentals of security programs.
• Strong written communication skills across frequent customer interactions.
• Active listening skills and the ability to understand customer context without relying on extensive account history.
• Comfort working in an environment where processes and playbooks are still being developed.
• Willingness to receive feedback and continuously improve.

Customer Success Model

This role uses a shared customer ownership model rather than assigning each Customer Success Manager an individual portfolio. Team members respond to the next customer requiring assistance, resolve the issue using established processes, document the outcome, and continue through the shared workload.

Expel is actively developing the playbooks, automation, and operating model for this function, so the position also provides opportunities to identify process gaps and contribute to how the scaled customer success program develops.

Cybersecurity Knowledge

• Managed Detection and Response (MDR)
• Endpoint Detection and Response (EDR)
• Security Information and Event Management (SIEM)
• Network Detection and Response (NDR)
• Cloud security
• Security operations
• Governance, risk, and compliance
• Incident response

Compensation & Benefits

The base salary range for this role is $73,500–$106,600 USD per year. Expel states that individual salary decisions consider factors including experience, skills, team equity, and market data.

The position is also eligible for a bonus and equity.

• Unlimited PTO, which Expel states it models and encourages employees to use.
• Work-location flexibility.
• Up to 24 weeks of parental leave.
• Health benefits.

Remote Work & Work Authorization

This position is remote and is limited to candidates authorized to work in the United States. Expel states that it does not currently sponsor immigration visas.

The supplied listing does not specify individual state restrictions, required time zones, or travel requirements.

Career Development

Expel states that this role provides exposure to cybersecurity through collaboration with SOC analysts and engineers. The employer also describes potential career paths into named Customer Success Manager roles or further specialization within scaled and digital customer success as the function develops.