Director, Customer Success Engineering

You have two incredible strengths: you're an incredible conductor of an orchestra made up of an array of diverse, yet interconnected, systems; you also have a deep sense of ownership to deliver excellence that stems from your customer service mentality.

By balancing just enough process with a clear lens on how to make data-driven decisions, you drive constant improvement in anything under your purview and, well , sometimes things outside of your line of sight as well. In parallel, your ability to listen, understand, and respond to customer needs is top notch. You know what good service looks like, and you know how to engineer it into operations.

You love to build and nurture diverse teams. You care for your directs and constantly strive to automate the mundane, optimize the dynamic, and relish in the novel. After all, new stuff, and even surprises, is the fuel that helps you coach & mentor your team and ensure continuous career growth.

The heart of what we do at Expel lives in our Security Operations Center, and we're looking for someone to ensure everything flows through this vital organ beautifully. Focusing primarily on tech (virtual and otherwise) owned and run by our customers, your team is responsible for a well integrated and configured technology foundation across Expel and our customers' environments so that we deliver an excellent product and service experience.

Do you have a penchant for simplifying the complex? Can you measure what matters and ensure constant improvement? Have an opinion on whether a hot dog is a sandwich? If so, we'd love to hear from you!

What Expel can do for you

• Provide a constantly growing and changing environment to foster learning in both technical and non-technical areas
• Invest in your career development both via direct coaching, mentoring by a third party, and organizational investment in BUILD
• Provide you outstanding access to the breadth and depth of security products, cloud infrastructure, and SaaS applications
• What you can do for Expel
• Continuously mature our ability to efficiently onboard & ensure availability of customer technologies and associated data flows
• Support customers by integrating their business context into our platform, responding to requests with alacrity, and forward-deploying answers to drive self-service
• Monitor customer infrastructure health, identify & respond to all variations in health metrics to ensure a reliable flow of data into the security operations function
• Partner across the organization to build solid working relationships and identify additional work your team can pull into their scope
• Drive continuous improvement in key financial efficiency metrics for the CSE team
• What you should bring with you
• Stellar communication skills, written and verbal
• Ability to manage effectively against business/financial metrics and budget
• Solid management experience and skills across core management behaviors including 1:1s, feedback, coaching, and delegation
• Solid understanding of a wide array of security and IT technologies
• A college degree, 7+ years of experience or other compelling background

Additional notes

The targeted compensation range for this role is between: $142,900 USD and $207,200 USD OTE + 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 casting a wide net for this role. We'd be delighted if you lived near our Headquarters in Herndon, VA but are equally excited to chat if you work remotely. We'll just expect you to visit with some frequency!

We're only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

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'll 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 let us know if you need accommodation of any kind.

At Expel, we ask our crew to provide their COVID-19 vaccination status because it's helpful to understand this data at a company level and we expect that customers, partners, and conferences will start asking us to attest to the vaccination status of our people.