Remote Scale CSM — AI-Driven Playbooks

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

Benefits offered by this job

Unlimited PTO

Flexible work location

Up to 24 weeks parental leave

Excellent health benefits

Job summary

Expel is building a scalable security operations model with AI and automation. You will own high-volume customer interactions, resolve issues, and document outcomes while maintaining credibility across security basics.

You will work in a fast-paced, remote-friendly environment with leadership invested in your growth, exposure to SOC analysts and engineers, and a clear path into named CSM roles or scaled/digital CS as the function matures.

Qualifications

• 2+ years of customer-facing experience in support, success, or account management.
• At least 1 year of exposure to the security industry (ops, products, consulting, GRC, or incident response).
• Comfort with high-volume, queue-based work that requires frequent context-switching.
• Familiarity with the cybersecurity market: MDR, EDR, SIEM, NDR, cloud security.
• Strong written communication skills and active listening.

Responsibilities

• Execute playbook-driven customer interactions across the scale segment: onboarding sequences, health checks, renewal prep, proactive outreach.
• Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes.
• Monitor health signals and act on automated alerts, escalating when situations exceed the playbook.
• Participate in one-to-many customer motions: webinars, office hours, digital campaigns.
• Maintain technical credibility in every interaction, speaking knowledgeably about Expel’s service and security operations basics.
• Flag gaps in playbooks and processes, contributing observations to improve the team.
• Provide surge support during security incidents affecting scale customers.

Skills

Customer-facing experience

Security industry exposure

Written communication

Active listening

Queue-based work / high-volume

Job description

Expel is building a scalable security operations model with AI and automation. You will own high-volume customer interactions, resolve issues, and document outcomes while maintaining credibility across security basics.

You will work in a fast-paced, remote-friendly environment with leadership invested in your growth, exposure to SOC analysts and engineers, and a clear path into named CSM roles or scaled/digital CS as the function matures.