Customer Success Manager

Security teams are under pressure. They're stretched thin, expected to defend against increasingly sophisticated threats, and constantly asked to justify their budgets to leadership. When customers choose Expel, they're betting on us to be an indispensable part of how they operate — not a vendor they tolerate. That's where you come in. As a Customer Success Manager, you own the relationships that make that bet pay off. You're the person your customers trust, the one who knows their business well enough to anticipate what they need before they ask, and the one who can walk a CISO through a board-level conversation about security posture without missing a beat. You're not just managing accounts — you're the reason customers renew. What Expel can do for you Expel is a managed detection and response company doing things a bit differently. We're around 400 people, ~$120MM ARR, and still moving with the urgency of a startup. We're transparent with each other, we roll up our sleeves, and we treat people like people — including our customers. For this role specifically, you'd be joining a team that takes the craft of customer success seriously. You'll work alongside Security Solutions Engineers and Technical Support Engineers who make you smarter, and you'll have the autonomy to actually build something with your accounts rather than just manage them. This role is fully remote within the Republic of Ireland. Occasional travel to Expel HQ in Herndon, VA or to client sites may be required. What you can do for Expel Drive renewal rates toward 95%+ across your book of business by staying ahead of risk, building genuine relationships, and helping customers get measurable value from Expel Own the business relationship with security leaders, key practitioners, and where possible, the people who hold the budget — and make sure they can articulate Expel's value to their own leadership Lead business reviews (sync or async, depending on the account) that tie Expel's work directly to what the customer cares about Spot and qualify expansion opportunities — cross-sells, upsells, overages — and hand them off to Account Executives to close Orchestrate internal resources (SSEs, TSEs, Support, Product) to make sure nothing falls through the cracks when customers need something Keep customers informed and calm during security incidents, coordinating with the SOC on the technical side while you handle the relationship Forecast renewals accurately, support senior teammates on complex situations, and participate in an on-call rotation for escalations a few times a year What you should bring with you 2+ years in customer success or account management At least 2 years working in the security industry — whether in operations, consulting, GRC, incident response, or product A track record of driving retention and spotting growth opportunities in B2B environments with multiple stakeholders Bachelor's degree and/or relevant certifications are a plus You know when to listen and when to recommend — and you're better at the former than most You can flex your communication style from a technical practitioner conversation to a C-suite presentation without losing your thread You understand the cybersecurity market: MDR, EDR, SIEM, NDR, the competitive landscape, and how a well-run security programme actually works You're familiar enough with security frameworks (NIST CSF, etc.) and the attack lifecycle to field basic questions and know when to pull in deeper expertise You can juggle a portfolio of accounts without letting anything slide Additional notes The base salary for this role is €57,100 - €82,800 + bonus and equity. Work authorisation This is a remote position on a fully remote team within Ireland . Candidates must be legally authorised to work in the Republic of Ireland at the time of appointment. EU/EEA nationals, Swiss nationals, and UK citizens (per the Common Travel Area) do not require an employment permit. Non-EEA nationals require a valid employment permit or appropriate immigration permission. Expel Cybersecurity Limited does not currently sponsor employment permits. Equal opportunities Expel Cybersecurity Limited is committed to equal opportunities and will not discriminate on the basis of gender, civil status, family status, sexual orientation, religious belief, age, disability, race, or membership of the Traveller community, as defined by the Employment Equality Acts 1998–2015. Expel Cybersecurity Limited respects employees' right to disconnect outside normal working hours in accordance with the Workplace Relations Commission Code of Practice on the Right to Disconnect (2021). Our headquarters is in Herndon, Virginia (about 30 minutes drive from the US Capitol in Washington D.C.). While our HQ is in the U.S., we are a global company! Most of our team works remotely on a day-to-day basis, and we support collaboration through a variety of online tools designed for remote teamwork. We come together as a team in Dublin when it makes sense to collaborate in-person, usually once per month. We also hold team touchdowns in Dublin three-to-four times per year, with guests from other Expel locations and team activities. #LI-Remote Salary Range €57.100 — €82.800 EUR