Expel · 2 days ago
Principal Customer Success Manager
United States
Full-time
Hybrid
Senior Level, Lead/Staff
$135K/yr - $195K/yr
8+ years expExpel is a company focused on enhancing security programs for organizations. The Principal Customer Success Manager is responsible for ensuring customer retention and satisfaction, managing strategic relationships, and driving operational improvements within the Customer Success team.
Cloud SecurityCyber SecurityNetwork SecuritySaaS
No H1B
Responsibilities
Drive ABR towards 95%+ for your book of business; accurately forecast renewals and proactively address risks to customer health
Build and maintain strategic relationships with CISOs, economic buyers, and key decision-makers within customer organizations
Lead business reviews including onsite meetings for strategic accounts, focused on customer success criteria, demonstrating progress toward their desired outcomes, and relentlessly driving resolution when obstacles emerge
Identify and qualify expansion opportunities (cross-sell, upsell, overages) and coordinate with Account Executives to close
Orchestrate internal resources (TAM, SSE, TSE, Support, Product) to address customer needs; act as the quarterback ensuring nothing falls through the cracks
Ensure customers can articulate the value of Expel to their leadership and stakeholders using both qualitative and quantitative evidence
Manage executive communication during customer security incidents, coordinating with TAMs and SOC on technical response
Identify systemic gaps in the customer journey and drive structural improvements into CS operations
Set the quality standard for customer deliverables and engagement rhythms; serve as an exemplar for the team
Provide coaching and mentorship to less experienced team members; build cross-organizational relationships to improve workflows
Qualification
Required
8+ years of customer success or account management experience, a significant portion of which carrying renewal quota
At least 4 years in the security industry (operations, products, consulting, GRC, or incident response)
Experience managing complex B2B customer relationships with multiple stakeholders, including C-level
Track record of driving retention, identifying growth opportunities, and improving team/organizational performance
Thorough understanding of the cybersecurity market including MDR, major product categories (EDR, SIEM, NDR, Cloud), and competitive dynamics
Sufficient technical fluency to field most customer questions, escalating only deep technical issues
Benefits
Unlimited PTO
Equity for everyone
Work location flexibility
Up to 24 weeks of parental leave
Excellent health benefits
Company
Expel
Expel is a security operations provider that offers managed detection and response, remediation, phishing support, and threat hunting.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$288.8MKey Investors
CapitalGIndex VenturesScale Venture Partners
2022-10-03Series E· $31M
2021-11-18Series E· $140.3M
2020-05-13Series D· $50M
Leadership Team
Dave Merkel
Co-founder and Chief Executive Officer
Justin Bajko
Co-founder and VP, Strategy & Business Development
Recent News
New Enterprise Associates
2025-12-31
2025-11-04
Company data provided by crunchbase