VP, Customer Success

At Expel, we believe if we take care of our employees, they will look after our customers, and the rest will work itself out. It’s as simple as that. We have built a great place to work based on transparency, where people love what they do, and work gets appreciated. We create space so our customers can do what they love about security, even if that’s not spending time thinking about it at all. That means our team is watching the scopes, evaluating alerts, investigating leads, hunting for things the technology missed, and crafting strategies to improve, all in service to keeping our customers safe 24 hours a day, 7 days a week.

As our VP, Customer Success you’ll be responsible for ensuring Expel meets or exceeds its retention and expansion objectives by ensuring customers perceive the value of Expel's products and services. You’ll drive alignment around a customer journey that spans pre-and post-sales activities, and you'll use data to continuously iterate on improvements across the business that support our customers as they evolve.

We truly believe that every customer interaction from technical support to product consultation to sales demo to account review represents opportunities to deliver customer value, elevate brand, and grow the business. The scope of this role will include Customer Success Management and Engineering, Support, and Renewals.

Your understanding of the security market from product, company, and people perspectives will be essential in helping our organization grow. You are an operationally-minded systems thinker. This allows you to maintain a balance between operational mechanics, engineering delivery, and customer happiness. Does that sound like the kind of challenge you’d like to tackle? If so, we’d love to hear from you!

What Expel can do for you

• We provide an incredible work environment.
• We connect you with customers who focus on information security and are eager to find joint successes.
• We offer the opportunity to deliver an outstanding solution.
• We'll give you experience in a startup environment with a team who truly cares about doing meaningful work.
• Extend your network of security leaders across a wide variety of industries

What you can do for Expel

• Build and maintain key strategic customer relationships
• Support Expel’s growth and efficiency objectives through effective organizational design and capacity planning
• Establish and maintain a multi-year strategy for your organization and execute against it
• Maintain 90%+ (ideally 95%+) retention and support expansion in the customer base
• Work closely with the Product and Engineering organizations to help drive product direction
• Provide consistent reporting against revenue & customer growth objectives

What you should bring with you

• Substantial understanding of business operations, competitive strategy, and financial metrics
• Proven track record of working cross organizationally to drive systemic change
• Excellent active listening, negotiation, and conflict leadership skills across communication styles and levels from deeply technical, through executive
• Ability to quickly engender trust and build strong long-term relationships
• Bachelor's degree or equivalent work experience required
• Experience maturing a Customer Success function in a SaaS business from 100M+ in ARR
• Experience working in a high growth technology start up

Additional notes

The base salary range for this role is a base salary between $250,000 USD and $275,000 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.

Our headquarters is in Herndon, Virginia. However, we realize that while there is a benefit to in-person interaction, good people don’t all live in Northern Virginia. Remote work is an option within the continental US.

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 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