Scale Customer Success Lead (Security, Automation)

Expel; United States; Remote; USD 94,000 - 136,000; Full time

Benefits offered by this job

Unlimited PTO

Parental leave up to 24 weeks

Excellent health benefits

Work location flexibility

Job summary

Expel is building a scale CS program from scratch inside a security company in the United States. You’ll design, execute and continuously improve playbook-driven customer interactions across onboarding, health checks, renewals, and proactive outreach.

You’ll own motions from design through execution and measurement, while translating patterns into improvements that strengthen the scale function. You’ll work with experienced CS leaders to elevate outcomes and deliver faster, reliable security

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 context-switching.
• Excellent written communication skills, clear and adaptable across customer segments.

Responsibilities

• Design, execute and continuously improve playbook-driven customer interactions across the scale segment: onboarding, health checks, renewals, proactive outreach.
• Own motions or programs within the model from design through execution and measurement.
• Exercise judgment on edge cases, and escalate when needed.
• Design and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications.
• Identify patterns in customer interactions and translate them into process improvements.

Skills

Customer success

Account management

Security industry

Scale CS

Process design

Tools

CS platforms

Ticketing systems

Automation tools

Job description

Expel is building a scale CS program from scratch inside a security company in the United States. You’ll design, execute and continuously improve playbook-driven customer interactions across onboarding, health checks, renewals, and proactive outreach.

You’ll own motions from design through execution and measurement, while translating patterns into improvements that strengthen the scale function. You’ll work with experienced CS leaders to elevate outcomes and deliver faster, reliable security