Remote Associate CSM – Scale, Equity & Unlimited PTO

Kenyan Edu; Northern (KY); Hybrid; USD 74,000 - 107,000; Full time

Benefits offered by this job

Unlimited PTO

Parental leave

Health benefits

Equity eligibility

Work from home flexibility

Job summary

Expel, a leading MDR company, is hiring an Associate Customer Success Manager to join a remote, high-volume team. You will help scale customer outcomes by following playbooks, onboarding new clients, and driving renewal readiness with accuracy and speed.

You bring 2+ years in customer-facing roles, familiarity with cybersecurity concepts, and clear written communication. This role offers flexible work location, robust health benefits, generous PTO, and equity eligibility.

Qualifications

• 2+ years in customer-facing roles (support, success, or account management).
• Exposure to the cybersecurity market (MDR/EDR/SIEM topics) is a plus.
• Comfort with high-volume, queue-based work and fast context-switching.

Responsibilities

• Execute playbook-driven customer interactions across scale segment: onboarding, health checks, renewal prep.
• Handle inbound customer requests through shared queues and document outcomes.
• Monitor health signals and act on automated alerts, escalating when needed.
• Participate in one-to-many customer motions: webinars, office hours, digital campaigns.
• Maintain technical credibility by speaking knowledgeably about Expel's service and security ops basics.
• Flag gaps in playbooks and processes to help improve the team.
• Provide surge support during security incidents affecting scale customers.

Skills

Customer-facing experience

Security industry familiarity

High-volume work

Written communication

Active listening

Job description

Expel, a leading MDR company, is hiring an Associate Customer Success Manager to join a remote, high-volume team. You will help scale customer outcomes by following playbooks, onboarding new clients, and driving renewal readiness with accuracy and speed.

You bring 2+ years in customer-facing roles, familiarity with cybersecurity concepts, and clear written communication. This role offers flexible work location, robust health benefits, generous PTO, and equity eligibility.