About the Role
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.Expel 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.That 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.Your 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.What Expel can do for youPut you at the center of building a scale CS model from scratch inside a security company, with the latitude to shape how it worksGive 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 interestingSurround you with experienced CS leadership that has built scale models before and knows the difference between good and badConnect you with customers who genuinely care about their security programsOffer a clear path to grow professionally as our scale program and company growWhat you can do for ExpelHelp design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreachOwn specific motions or programs within the model, from design through execution and measurementExercise judgment on edge cases, distinguishing between situations that fit the playbook, situations that need a creative solution, and situations that require escalationDesign and lead one-to-many customer engagements: webinars, digital campaigns, scaled communicationsIdentify patterns in customer interactions and translate them into process improvements that make the scale function strongerMaintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common integration patternsProvide coaching and guidance to associate-level team members on process execution and customer handlingContribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworksWhat you should bring with you2+ years of customer success, account management, or customer-facing experienceAt least 2 years in the security industry (operations, products, consulting, GRC, or incident response)Experience in a scale, scaled, or digital CS model is strongly preferredExperience designing or significantly improving customer-facing processes or playbooksStrong comfort with high-volume, queue-based work and frequent context-switchingExcellent written communication skills, clear, efficient, and adaptable across customer segmentsJudgment to distinguish between what fits the playbook, what needs creativity, and what needs escalationSolid security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and how a real security program fits togetherFamiliarity with CS platforms, ticketing systems, and automation tools, with opinions about what worksAdditional notesThe base salary range for this role is between $93,900 and $136,200 + bonus eligibility and equity.We 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.We're only hiring those authorized to work in the United States.We'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 disab