Customer Success Manager

Overview

Security teams face immense pressure, balancing increasing threats with budget scrutiny. At Expel, we view ourselves not just as vendors but as vital partners to our clients. As a Customer Success Manager, you'll be the trusted advisor who understands your customers' needs deeply, anticipates their requirements, and supports them through high-level discussions about their security posture. Your role is pivotal in ensuring customer renewals and satisfaction.

About Expel

• We are a managed detection and response firm with roughly 400 employees and an annual recurring revenue of $120 million.
• Despite our size, we retain the agility and urgency typical of a startup, fostering a transparent and hands-on culture that values people, including our customers.
• You will join a dedicated customer success team working closely with Security Solutions Engineers and Technical Support Engineers, giving you both support and the independence to develop meaningful account strategies.
• This position is fully remote within Ireland, with occasional travel to our headquarters in Herndon, VA, or client sites as needed.

Key Responsibilities

• Achieve renewal rates exceeding 95% by proactively managing risks, fostering genuine client relationships, and demonstrating tangible value from Expel services.
• Manage business relationships with security leaders, key practitioners, and budget holders, enabling them to communicate Expel's value effectively up the chain.
• Conduct business reviews, either synchronously or asynchronously, linking Expel's offerings directly to client priorities.
• Identify and qualify opportunities for upselling, cross-selling, and additional services, coordinating handoffs to Account Executives to close deals.
• Coordinate internal teams—including SSEs, TSEs, Support, and Product—to ensure client needs are met without gaps.
• Maintain client communication and reassurance during security incidents by collaborating with SOC teams on technical aspects and managing the customer relationship.
• Provide accurate renewal forecasts, assist senior colleagues with complex accounts, and participate in an on-call escalation rotation a few times annually.

Candidate Profile

• Minimum of two years' experience in customer success or account management roles.
• At least two years working within the cybersecurity sector, such as operations, consulting, GRC, incident response, or product development.
• Demonstrated success in customer retention and identifying growth in complex B2B environments with multiple decision-makers.
• A bachelor's degree and/or relevant certifications are advantageous.
• Exceptional listening skills paired with an ability to provide well-timed recommendations.
• Adaptable communicator able to transition from technical discussions to executive-level presentations with clarity.
• In-depth understanding of the cybersecurity landscape, including MDR, EDR, SIEM, NDR technologies, and security program operations.
• Familiarity with security frameworks such as NIST CSF and knowledge of the attack lifecycle sufficient to handle basic inquiries and seek expert input when needed.
• Capability to manage multiple customer accounts effectively without oversight lapses.

Additional Information

• Salary ranges from €57,100 to €82,800, complemented by bonuses and equity options.
• This role requires legal authorization to work within the Republic of Ireland; EU/EEA, Swiss, and UK citizens do not need employment permits, whereas non-EEA nationals must have valid permits prior to appointment. Expel does not currently sponsor permits.
• We uphold strict equal opportunity practices and respect employees' right to disconnect outside normal working hours per Irish labor guidelines.
• While headquartered in Herndon, Virginia, our workforce is international and predominantly remote, utilizing digital collaboration tools.
• Team meetings in Dublin occur monthly, with several larger in-person gatherings yearly involving cross-location teams and activities.