Remote Scale CSM — High-Tempo, Playbook-Driven Security

Expel; United States; On-site; USD 73,500 - 106,600; Full time

Benefits offered by this job

Unlimited PTO

Work location flexibility

Parental leave

Excellent health benefits

Equity eligibility

Job summary

Expel is a MDR company delivering security operations outcomes at speed. You will join a team that collectively owns a segment of customers, handling onboarding, health checks, renewals, and proactive outreach with a playbook-driven approach.

We build this function from scratch, with leadership invested in getting it right. Expect high tempo work, collaboration with SOC analysts and engineers, and opportunities to progress into named CSM roles or deeper digital CS as the function grows.

Qualifications

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

Responsibilities

• Execute playbook-driven customer interactions across the scale segment: onboarding, health checks, renewals.
• Handle inbound customer requests through shared queues, resolving issues using established processes.
• 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, speaking knowledgeably about Expel's service and security 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

High-volume workflow

Job description

Expel is a MDR company delivering security operations outcomes at speed. You will join a team that collectively owns a segment of customers, handling onboarding, health checks, renewals, and proactive outreach with a playbook-driven approach.

We build this function from scratch, with leadership invested in getting it right. Expect high tempo work, collaboration with SOC analysts and engineers, and opportunities to progress into named CSM roles or deeper digital CS as the function grows.