Principal Customer Success Manager, Expel
$134.7-195.3k
+ Bonus 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
$134.7-195.3k
+ Bonus 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
- 8+ years of customer success or account management experience, a significant portion of which carrying renewal quota
- At least 4 years in the security industry (operations, products, consulting, GRC, or incident response)
- Experience managing complex B2B customer relationships with multiple stakeholders, including C-level
- Track record of driving retention, identifying growth opportunities, and improving team/organizational performance
- Thorough understanding of the cybersecurity market including MDR, major product categories (EDR, SIEM, NDR, Cloud), and competitive dynamics
- Sufficient technical fluency to field most customer questions, escalating only deep technical issues
What the job involves
- You're responsible for the gross retention of your book of business, ensuring customers renew with Expel because they recognize us as indispensable to their security program
- You accomplish this by owning the strategic relationship with economic buyers and key decision-makers, orchestrating internal resources to deliver technical value, ensuring Expel demonstrably improves their security posture, and that customers can articulate that value to their internal stakeholders, including economic buyers
- You are the single point of accountability for customer health and commercial outcomes within your portfolio
- You lead quarterly business reviews, accurately forecast renewals, and identify expansion opportunities for Account Executives to pursue
- When technical depth is needed, you partner with Technical Account Managers (for strategic accounts) or pull in Security Solutions Engineers and Technical Support Engineers to ensure customers get the expertise they need, while you maintain focus on the business relationship and value realization
- Beyond your book of business, you drive structural improvements to how Customer Success operates
- You identify systemic gaps in the customer journey, design solutions, and drive implementation across the organization
- You set the standard for what great customer management looks like and help less experienced CSMs develop their skills through coaching and mentorship
- Your success is measured by At-Bat Renewal Rate (ABR) and Dollar-Based Gross Retention (DBGR) within your portfolio, and by your contribution to improving CS operational effectiveness
- You manage primarily complex commercial and enterprise accounts, often those with the highest complexity or strategic importance
- Deepen your expertise in the security market and how organizations mitigate risk, implement strategy, and improve their security posture
- Extend your network of security leaders across a wide variety of industries
- Provide you a firm foundation based on excellent service delivery on which you can bolster your reputation in the industry
- Equip you with the time and opportunities to achieve some remarkable experiences for your next role at Expel or beyond
- Provide opportunities to expand your network into more technical, management, and executive audiences
- Drive ABR towards 95%+ for your book of business; accurately forecast renewals and proactively address risks to customer health
- Build and maintain strategic relationships with CISOs, economic buyers, and key decision-makers within customer organizations
- Lead business reviews including onsite meetings for strategic accounts, focused on customer success criteria, demonstrating progress toward their desired outcomes, and relentlessly driving resolution when obstacles emerge
- Identify and qualify expansion opportunities (cross-sell, upsell, overages) and coordinate with Account Executives to close
- Orchestrate internal resources (TAM, SSE, TSE, Support, Product) to address customer needs; act as the quarterback ensuring nothing falls through the cracks
- Ensure customers can articulate the value of Expel to their leadership and stakeholders using both qualitative and quantitative evidence
- Manage executive communication during customer security incidents, coordinating with TAMs and SOC on technical response
- Identify systemic gaps in the customer journey and drive structural improvements into CS operations
- Set the quality standard for customer deliverables and engagement rhythms; serve as an exemplar for the team
- Provide coaching and mentorship to less experienced team members; build cross-organizational relationships to improve workflows
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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