Associate Customer Success Manager

Responsibilities

• Execute playbook-driven customer interactions across the scale segment including onboarding, health checks, and renewal prep
• Handle inbound customer requests through shared queues and resolve issues using established processes
• Monitor health signals and act on automated alerts, escalating when necessary
• Participate in one-to-many customer motions such as webinars, office hours, and digital campaigns
• Maintain technical credibility regarding Expel's service and security operations basics
• Flag gaps in playbooks and processes to help the team improve
• Provide surge support during security incidents affecting scale customers

Requirements

• 2+ years of customer-facing experience in support, success, or account management
• At least 1 year of exposure to the security industry
• Familiarity with the cybersecurity market (MDR, EDR, SIEM, NDR, cloud security)