Scale CS Architect for Security, Remote

Mosaec; Northern (KY); Hybrid; USD 94,000 - 136,000; Full time

Benefits offered by this job

Unlimited PTO

Health benefits

Parental leave (up to 24 weeks)

Job summary

Expel, a remote-first MDR company in the United States, is building a scale customer-success model from scratch. You will design playbooks, automation, and the operating model to deliver value across hundreds of customers.

You will own programs from onboarding to renewals, exercise judgment on edge cases, and translate patterns into actionable process improvements. Strong security domain fluency and excellent written communication are essential.

Qualifications

• 2+ years in customer success, account management, or customer-facing roles.
• At least 2 years in the security industry (operations, products, consulting, GRC, or incident response).
• Experience designing or improving customer-facing processes or playbooks.
• Comfort with high-volume, queue-based work and frequent context-switching.
• Excellent written communication across customer segments.
• Solid security domain fluency: MDR, EDR, SIEM, NDR, cloud security.

Responsibilities

• Design, execute and continuously improve scale‑segment playbooks and customer interactions from onboarding to renewals.
• Own motions from design through execution and measurement.
• Identify patterns and translate them into process improvements that strengthen the scale function.
• Lead one-to-many customer engagements: webinars, digital campaigns, and scaled communications.
• Provide coaching to associate-level team members on process execution and customer handling.
• Maintain credibility by speaking knowledgeably about Expel’s service, security operations, and integration patterns.
• Contribute to the design of the scale operating model: systems requirements, automation workflows, and measurement frameworks.

Skills

CS scale experience

Security industry exp

Process design

Written communication

Judgment and escalation

Security domain fluency

CS platforms familiarity

Job description

Expel, a remote-first MDR company in the United States, is building a scale customer-success model from scratch. You will design playbooks, automation, and the operating model to deliver value across hundreds of customers.

You will own programs from onboarding to renewals, exercise judgment on edge cases, and translate patterns into actionable process improvements. Strong security domain fluency and excellent written communication are essential.