客户成功经理，扩展
Customer Success Manager, Scale
你之前参与过规模化或共享客户服务模型的运营，或者你曾深入其中足够久，了解哪些做法有效、哪些无效。你知道，如果规模化客服做得不好，只是换个更体面的名称的客服，而如果做得好，它是一个能为数百名客户持续创造价值的系统。你希望加入并帮助打造好的那个版本。
Expel 是一家 MDR 公司。我们的客户是依赖我们发现并阻止威胁的安全团队。我们正在为一部分客户群体推出一个规模化模型，而且我们是从零开始构建：流程手册、自动化、运营模式、衡量框架。你不会继承一个现成的系统。你将作为主要贡献者参与设计。
这意味着你不仅仅是执行流程。你负责模型中的特定项目（新客户/上线批次、续约活动、目标客户接触），你会对流程手册未涵盖的边缘情况进行判断，并从数百次客户互动中识别出模式，从而知道模型需要改进的地方。当出现问题时，你会修复流程，而不仅仅是处理当前情况。
你的成功由整个规模化客户群体的团队留存率、你的执行质量以及你所构建和改进的流程来衡量。
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### **Expel 能为你做什么**
- 让你成为在安全公司中从零开始构建规模化客户服务模型的核心人物，拥有塑造其运作方式的自由度
- 让你参与到一家公司，该公司正将安全运营从行业领先的20分钟成果，向通过人工智能和自动化实现的20秒成果转变，这种产品故事能让客户服务对话真正有趣
- 让你与有经验的客户服务领导共事，他们之前构建过规模化模型，清楚好与坏的区别
- 让你接触到真正关心自身安全计划的客户
- 提供清晰的职业发展路径，随着我们的规模化项目和公司一起成长
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### **你能为 Expel 做什么**
- 协助设计、执行并持续优化基于流程手册的规模化客户互动：新客户/上线、健康检查、续约、主动接触
- 负责模型中的特定流程或项目，从设计到执行和评估
- 对边缘情况进行判断，区分符合流程手册的情况、需要创造性解决方案的情况以及需要升级处理的情况
- 设计并主导一对多的客户互动
查看英文原文
You've helped run a scale or pooled CS model before, or you've been inside one long enough to know what works and what doesn't. You know that scale CS done badly is just support with a fancier title, and done well it's a system that delivers consistent value to hundreds of customers. You want to join and help build the good version.
Expel is an MDR company. Our customers are security teams who depend on us to find and stop threats. We're launching a scale model for a segment of our customer base, and we're building it from scratch: the playbooks, the automation, the operating model, the measurement framework. You won't inherit a finished system. You'll be a primary contributor to designing it.
That means you're not just executing motions. You own specific programs within the model (new customer/onboarding cohorts, renewal campaigns, segment outreach), you exercise judgment on the edge cases the playbook doesn't cover, and you identify patterns across hundreds of customer interactions that tell you where the model needs to improve. When something breaks, you fix the process, not just the situation.
Your success is measured by the team's retention outcomes across the scale segment, the quality of your execution, and the motions you build and improve.
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### **What Expel can do for you**
- Put you at the center of building a scale CS model from scratch inside a security company, with the latitude to shape how it works
- Give you a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation, the kind of product story that makes CS conversations genuinely interesting
- Surround you with experienced CS leadership that has built scale models before and knows the difference between good and bad
- Connect you with customers who genuinely care about their security programs
- Offer a clear path to grow professionally as our scale program and company grow
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### **What you can do for Expel**
- Help 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, situations that need a creative solution, and situations that require escalation
- 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 make the scale function stronger
- Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common 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
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### **What you should bring with you**
- 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 what fits the playbook, what needs creativity, and what needs escalation
- Solid security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and how a real security program fits together
- Familiarity with CS platforms, ticketing systems, and automation tools, with opinions about what works
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### **Additional notes**
The base salary range for this role is between $93,900 and $136,200 + bonus eligibility and equity.
We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits.
We're only hiring those authorized to work in the United States.
We're an Equal Opportunity Employer: You will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.
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Salary Range
$93,900—$136,200 USD