{"id":553108,"url":"https://alion.io/job/expel-customer-success-manager-scale","title":"Customer Success Manager, Scale","company":{"id":11770,"name":"Expel","domain":"expel.com","url":"https://alion.io/company/expel","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":93900,"max":136200,"currency":"USD","period":"year","gross":null,"usd_annual":136200},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SIEM","optional":false}],"status":"closed","first_seen_at":"2026-07-14T18:17:46Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-09-30T21:23:15Z","board_verified":false,"closed_at":"2026-09-30T21:23:15Z","days_open":78,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":78},"description":"You've helped run a scale or pooled CS model before, or you've been inside one long enough to know what works and what doesn't. You know that scale CS done badly is just support with a fancier title, and done well it's a system that delivers consistent value to hundreds of customers. You want to join and help build the good version.\nExpel is an MDR company. Our customers are security teams who depend on us to find and stop threats. We're launching a scale model for a segment of our customer base, and we're building it from scratch: the playbooks, the automation, the operating model, the measurement framework. You won't inherit a finished system. You'll be a primary contributor to designing it.\nThat means you're not just executing motions. You own specific programs within the model (new customer/onboarding cohorts, renewal campaigns, segment outreach), you exercise judgment on the edge cases the playbook doesn't cover, and you identify patterns across hundreds of customer interactions that tell you where the model needs to improve. When something breaks, you fix the process, not just the situation.\nYour success is measured by the team's retention outcomes across the scale segment, the quality of your execution, and the motions you build and improve.\nWhat Expel can do for you\nPut you at the center of building a scale CS model from scratch inside a security company, with the latitude to shape how it works\nGive you a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation, the kind of product story that makes CS conversations genuinely interesting\nSurround you with experienced CS leadership that has built scale models before and knows the difference between good and bad\nConnect you with customers who genuinely care about their security programs\nOffer a clear path to grow professionally as our scale program and company grow\nWhat you can do for Expel\nHelp design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach\nOwn specific motions or programs within the model, from design through execution and measurement\nExercise judgment on edge cases, distinguishing between situations that fit the playbook, situations that need a creative solution, and situations that require escalation\nDesign and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications\nIdentify patterns in customer interactions and translate them into process improvements that make the scale function stronger\nMaintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common integration patterns\nProvide coaching and guidance to associate-level team members on process execution and customer handling\nContribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworks\nWhat you should bring with you\n2+ years of customer success, account management, or customer-facing experience\nAt least 2 years in the security industry (operations, products, consulting, GRC, or incident response)\nExperience in a scale, scaled, or digital CS model is strongly preferred\nExperience designing or significantly improving customer-facing processes or playbooks\nStrong comfort with high-volume, queue-based work and frequent context-switching\nExcellent written communication skills, clear, efficient, and adaptable across customer segments\nJudgment to distinguish between what fits the playbook, what needs creativity, and what needs escalation\nSolid security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and how a real security program fits together\nFamiliarity with CS platforms, ticketing systems, and automation tools, with opinions about what works\nAdditional notes\nThe base salary range for this role is between $93,900 and $136,200 + bonus eligibility and equity.\nWe 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.\nWe're only hiring those authorized to work in the United States.\nWe're an Equal Opportunity Employer: You will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.\nWe’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.\nSalary Range\n$93,900—$136,200 USD","description_format":"text","description_chars":4974,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Security Operations","Managed Security"],"lifecycle":[{"event":"open","at":"2026-09-08T17:59:47Z"},{"event":"close","at":"2026-09-30T21:23:15Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":136200,"is_top_pay":true},"html_url":"https://alion.io/job/expel-customer-success-manager-scale","json_url":"https://alion.io/job/expel-customer-success-manager-scale.json","meta":{"generated_at":"2026-10-13T16:49:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25568,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":11770},"rest":"https://alion.io/mcp/rest/get_company?id=11770"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexpel-customer-success-manager-scale"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexpel-customer-success-manager-scale"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexpel-customer-success-manager-scale"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/expel-customer-success-manager-scale\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexpel-customer-success-manager-scale"}]}