Senior Engagement Manager (Senior Customer Success Manager)

Do you know that feeling you get when you open up your email and read "you've been there for us every step of the way. The day all this kicked off is the day we realized value."? Goosebumps, I tell you! The phrase "exceeding customer expectations" doesn't come closer to expressing how meaningful this is to you, and that's why Expel would love to meet you.

We believe it's important to "meet our customers where they are," whatever that might entail based on where they'd like to take their security program. You help us achieve exactly this. A rich background with security technology and understanding of security operations will be invaluable as you form the bridge between our SOC and our customers. A penchant for throwing down the ideal meme at the right time in a shared Slack channel will earn you bonus points. And your ability to take everything you hear and make other parts of our business better will ensure you remain an invaluable member of our team.

As a Senior Engagement Manager, you represent Expel for our largest and most complex customers. In addition to communicating status and detection findings to your customers, you also guide and advise customers through difficult situations. You interact with a wide range of personnel from the SOC to the C-suite as a subject matter expert for all things related to Expel, and to some extent, the broader security industry. You also act as a key driver within Expel due to your experience and proven success. Apart from performing client-facing obligations, you coach less experienced members of the team.

You work closely with the Sales team to ensure we have a thorough understanding of the customer's current state and goals for the prospective relationship. You set clear expectations around where and when we can meet and exceed their expectations and also, importantly, where we cannot. Through a collaborative and consultative sales motion, you help establish a strong foundation that sets both Expel and the customer up for success through all phases of the customer journey.

With an eye on customer growth, change in personnel, and changes in technology, you drive dialogue to help anticipate changes long before they become problems and equip the broader team with the information they need to be prepared. Within Expel, you are the voice of the customer ensuring their feedback drives constant change in service delivery, engineering, product management, and strategy. Ultimately you help Expel "meet customers where they are," and ensure customers develop into the security organization they want to become.

If any of this resonates, we'd be delighted to hear from you!

What Expel Can Do For You

• Deepen your expertise in the security market and how organizations mitigate risk, implement strategy, and improve their security posture
• Extend your network of security leaders across a wide variety of industries
• Provide you a firm foundation based on excellent service delivery on which you can bolster your reputation in the industry
• Equip you with the time and opportunities to achieve some remarkable experiences for your next role at Expel or beyond
• Give you hands on experience with industry leading security technologies and analysis methodology
• Provide opportunities to practice communication at technical, management, and executive audiences

What You Can Do For Expel

• Listen patiently and ask insightful questions to help us understand how we can help our customers achieve their security goals
• Build relationships and coordinate across teams to make sure we're all in sync as we continue to grow
• Be operationally diligent as we consistently meet every expectation we set, on time
• Distill trends from the data we collect to identify ways in which our customers can address the root cause of security problems they face
• Poke fun at our executives for their foibles, so they don't fall victim to hubris

What You Should Bring With You

• An unyielding desire to delight customers and inspire change
• Thorough understanding of cybersecurity market including product and service providers and high level understanding of associated strengths and weaknesses
• An understanding of the challenges affecting security programs today, and experience working through those challenges
• A deep operational command of security operations and incident response
• A thorough understanding of the attack life cycle and working knowledge of attack vectors, tactics, and techniques used by threat actors
• Understanding of and ability to articulate security controls for common platforms, devices and cloud components, including Windows, Unix, Linux, AWS, GSuite, O365 and network equipment
• Experience applying the NIST Cybersecurity Framework or other framework to assess risk, CIS standards, and/or compliance standards is a plus
• Knowledge of and experience with Kubernetes, CSPM, and container security vendors is a plus
• 6-10+ years of relevant professional experience
• Flexibility and an openness to new challenges because, hey, startup life

Additional information

The base salary range for this role is between $122,400 USD and $177,500 USD + 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 an Equal Opportunity Employer: You'll 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're only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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