Scale CS Architect for Security Playbooks

Expel; United States; On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Unlimited PTO

Work location flexibility

Parental leave up to 24 weeks

Health benefits

Job summary

Expel is an MDR company building a scale CS model from scratch to deliver consistent value to hundreds of customers. You will own programs, craft playbooks, and automate onboarding, health checks, renewals, and proactive outreach to fuel retention and expansion.

You'll design, execute, and refine one-to-many customer engagements, identify patterns for improvement, and ensure credibility across Expel's security operations and integration patterns. Join a leadership‑driven, growth‑minded team.

Qualifications

• 2+ years of customer success, account management, or customer-facing experience.
• At 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 preferred.
• Experience designing or significantly improving customer-facing processes or playbooks.
• Strong comfort with high-volume, queue-based work and frequent context-switching.
• Excellent written communication skills, clear, efficient, and adaptable across customer segments.
• Judgment to distinguish between playbook fit, creative needs, and escalation.
• Solid security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and how a real security program fits together.

Responsibilities

• Design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach.
• Own specific motions or programs within the model, from design through execution and measurement.
• Exercise judgment on edge cases, distinguishing between situations that fit the playbook, creative solutions, and escalation needs.
• Design and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications.
• Identify patterns in customer interactions and translate them into process improvements that strengthen the scale function.
• Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and integration patterns.
• Provide coaching and guidance to associate-level team members on process execution and customer handling.
• Contribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworks.

Skills

Customer Success

Security Industry

Scale CS

Process Design

Communication

Judgment

Job description

Expel is an MDR company building a scale CS model from scratch to deliver consistent value to hundreds of customers. You will own programs, craft playbooks, and automate onboarding, health checks, renewals, and proactive outreach to fuel retention and expansion.

You'll design, execute, and refine one-to-many customer engagements, identify patterns for improvement, and ensure credibility across Expel's security operations and integration patterns. Join a leadership‑driven, growth‑minded team.