Associate Customer Success Manager, Expel
Scale
$73.5-106.6k
+ bonus eligibility and equity
More information about location
Cyber security threat detection & management
Be an early applicant
Cyber security threat detection & management
501-1000 employees
Be an early applicant
$73.5-106.6k
+ bonus eligibility and equity
More information about location
501-1000 employees
Company mission
Expel is on a mission to make security easy to understand, easy to use, and easy to continuously improve.
Role
Who you are
- 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
What the job involves
- 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
Our take
As ransomware and hacking threats rise, identifying and resolving breaches in security must be done quickly. Lack of transparency in cybersecurity makes it difficult for engineers to detect, understand, and fix the issues as fast as possible. Expel is aiming to redefine what a security operations centre and managed detection service look like in the modern age.
Though the company faces competition from the vast number of cybersecurity platforms, Expel positions itself as a viable alternative to the service delivery model of managed security service providers (MSSPs) by offering a comprehensive management platform that connects to its customers’ tech remotely through APIs, providing fast detection and clear solutions.
Having reached unicorn status, the company is establishing a stronger presence in the European and Asia-Pacific markets, capturing business in Canada, the United Kingdom, Australia, and Singapore. Its 2022 funding is being used to accelerate sustainable growth, continue the company's international expansion, and push forward with go-to-market initiatives.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2022
$31m
SERIES E
Nov 2021
$140.3m
SERIES E
Total funding: $288.8m
Company benefits
- Flexible work hours and locations
- Unlimited time off - includes vacation, personal days, and an annual company-wide restorative day
- 24 weeks parental leave when you, your spouse or your domestic partner gives birth to a child, adopts a child or becomes a foster parent (first 12 weeks paid)
- Military leave
- Paid annual conference - we reimburse you up to $2,500 to attend at least one conference every year that helps you move your career forward
- One month sabbatical after hitting your 5 year anniversary
- Zero-meetings week each quarter - where all Expletives are challenged to reduce the number of internal meetings on their calendar all the way to zero
- Medical insurance through the Cigna Open Access Plus HRA plan
- Dental & vision insurance through Guardian
- Team touchdowns - Expel Teams are encouraged to come together quarterly for planning, for connecting, for energizing and maybe a little fun
- Fitness stipend
- Cell phone stipend
- Employee Assistance Program
- Telemedicine (Cigna’s Telehealth Connection)
- Access to the popular mental health platforms, Ginger and Talkspace
- BenefitHub - a web portal where Expel employees can enjoy discounts, cash back rewards and perks on thousands of brands in a variety of categories!
- Retirement 401(k) account provided by Principal
- Health Reimbursement Arrangement (Cigna)
- Flexible Spending Accounts
- Student loan refinancing
Company HQ
Herndon, VA
Leadership
Dave Merkel
(Co-Founder & CEO)Previous CTO of both FireEye and Mandiant (also VP, Products and Threat Management Services). Previously worked as the Senior Technical Director at America Online and for the US Air Force as an Assistant Chief of Intrusion Invasions.
Justin Bajko
(Co-Founder & Chief Strategy Officer)Previous Managing Director (MCIRT Operations) at Mandiant and Senior Manager of Global Security Analysis at Symantec. Previously worked as a Network Administrator at Clinical Trial Management Services, and was a Network and Systems Administrator at MiniFibers.
Yanek Korff
(Co-Founder & COO)Previous COO at Expel. Current Board Member at ThreatSwitch and Investor at Berg Capital Group. Previous Member of the Technical Advisory Board at Ntrepid Corp and CP an CTO at FireEye.
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