Drive renewal rates toward 95%+ across your book of business by staying ahead of risk, building genuine relationships, and helping customers get measurable value from Expel
Own the business relationship with security leaders, key practitioners, and where possible, the people who hold the budget — and make sure they can articulate Expel's value to their own leadership
Lead business reviews (sync or async, depending on the account) that tie Expel's work directly to what the customer cares about
Spot and qualify expansion opportunities — cross-sells, upsells, overages — and hand them off to Account Executives to close
Orchestrate internal resources (SSEs, TSEs, Support, Product) to make sure nothing falls through the cracks when customers need something
Keep customers informed and calm during security incidents, coordinating with the SOC on the technical side while you handle the relationship
Forecast renewals accurately, support senior teammates on complex situations, and participate in an on-call rotation for escalations a few times a year

2+ years in customer success or account management
At least 2 years working in the security industry — whether in operations, consulting, GRC, incident response, or product
A track record of driving retention and spotting growth opportunities in B2B environments with multiple stakeholders
Bachelor's degree and/or relevant certifications are a plus
You know when to listen and when to recommend — and you're better at the former than most
You can flex your communication style from a technical practitioner conversation to a C-suite presentation without losing your thread
You understand the cybersecurity market: MDR, EDR, SIEM, NDR, the competitive landscape, and how a well-run security programme actually works
You're familiar enough with security frameworks (NIST CSF, etc.) and the attack lifecycle to field basic questions and know when to pull in deeper expertise
You can juggle a portfolio of accounts without letting anything slide

Customer Success Manager

Key skills