Backed by Index.
About the role
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.
What they're looking for
- 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
- Help design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach
More about this role
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,...
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