Associate Customer Success Manager, Scale

Most CS roles give you a book of accounts and say "don't lose them." This one is different. You're part of a team that collectively owns a segment of customers, not individually assigned accounts. You pick up the next customer who needs help, resolve it, document it, move on. The work is fast, systematic, and high-volume. If that sounds like a grind, this isn't for you. If it sounds like exactly the kind of structured, high-tempo work you thrive in, keep reading. Expel is a MDR company. Our customers are security teams who depend on us to catch threats and keep their organizations safe. Every interaction matters because the customer on the other end of that queue is trusting you with their security program. You need enough technical credibility to hold that trust without leaning on a relationship you built over months. We're building this function from scratch. The playbooks, the automation, the operating model: all of it is being designed right now. You won't walk into a finished machine. You'll walk into a team that's actively building one, with experienced leadership invested in getting it right. What Expel can do for you Put you inside a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation Give you experienced leadership that's actively building this model and invested in how you develop Teach you security domain knowledge from the inside, working alongside SOC analysts and engineers who do the technical work Connect you with customers who genuinely care about their security programs, even in a scaled model Offer a clear path, either into named CSM roles as you build relationship depth or deeper into scaled/digital CS as the function matures What you can do for Expel Execute playbook-driven customer interactions across the scale segment: new customer/onboarding sequences, health checks, renewal prep, proactive outreach Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes Monitor health signals and act on automated alerts, escalating when situations exceed the playbook Participate in one-to-many customer motions: webinars, office hours, digital campaigns Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service and security operations basics Flag gaps in playbooks and processes as you encounter them, contributing observations that help the team improve Provide surge support during security incidents affecting scale customers What you should bring with you 2+ years of customer-facing experience, ideally in support, success, or account management At least 1 year of exposure to the security industry (operations, products, consulting, GRC, or incident response) Comfort with high-volume, queue-based work that requires frequent context-switching Familiarity with the cybersecurity market: MDR, EDR, SIEM, NDR, cloud security, and what a real security program looks like Strong written communication skills, clear and consistent across many interactions Active listening skills and the ability to quickly understand customer context without deep account history Comfort operating in an environment where the playbooks are still being written A genuine bias toward getting better and a hunger for feedback Additional notes The base salary range for this role is between $73,500 USD to $106,600 USD + bonus eligibility and equity. We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits. We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas. We're an Equal Opportunity Employer: You'll receive consideration for employment without…