Scale CS Architect — Remote

Kenyan Edu; United States; Hybrid; USD 94,000 - 136,000; Full time

Benefits offered by this job

Unlimited PTO

Work location flexibility

Parental leave (up to 24 weeks)

Health benefits

Job summary

Expel, a remote-first MDR company, is building a Scale Customer Success model from scratch. As Customer Success Manager you’ll own programs within the model (onboarding cohorts, renewal campaigns, segment outreach), design playbooks, automation, and the measurement framework to drive value for hundreds of customers.

You’ll partner with experienced CS leadership, optimize processes across high-volume interactions, and coach junior teammates while maintaining credibility on security operations and

Qualifications

• 2+ years of customer success, account management, or customer-facing experience.
• Experience in security industry (operations, products, consulting, GRC, or incident response) is preferred.
• Experience designing or significantly improving customer-facing processes or playbooks.

Responsibilities

• Design, execute and continuously improve playbook-driven customer interactions across the scale segment: onboarding, health checks, renewals, proactive outreach.
• Own specific motions or programs within the model, from design through execution and measurement.
• Apply judgment to edge cases, balancing playbook fit with need for creativity or escalation.
• Lead one-to-many engagements: webinars, digital campaigns, scalable communications.

Skills

Customer success

Account management

Customer-facing experience

Written communication

Tools

Ticketing systems

Automation tools

CS platforms

Job description

Expel, a remote-first MDR company, is building a Scale Customer Success model from scratch. As Customer Success Manager you’ll own programs within the model (onboarding cohorts, renewal campaigns, segment outreach), design playbooks, automation, and the measurement framework to drive value for hundreds of customers.

You’ll partner with experienced CS leadership, optimize processes across high-volume interactions, and coach junior teammates while maintaining credibility on security operations and