Overview
To serve as a trusted cybersecurity advisor and strategic client success lead, driving customer success and service value realization across a portfolio of managed security services clients while ensuring the effective delivery, governance, and continuous improvement of security services. The role acts as a bridge between client stakeholders and MSSP delivery teams, ensuring service performance aligns with client objectives, business priorities, and operational expectations.
The position also provides technical leadership within the Client Success function by supporting complex service escalations, promoting service excellence, and driving continuous improvement initiatives that enhance client experience, service maturity, operational excellence, and long-term client outcomes.
Responsibilities
- Client Relationship Management – Manage a portfolio of clients as the primary Client Success point of contact, building and maintaining trusted relationships with security leaders, SOC managers, IT leadership, and executive sponsors. Understand client objectives, expectations, and operational challenges.
- Service Governance & Performance Management – Lead operational service reviews, governance meetings, and executive steering committees. Present service performance, trends, risks, KPIs, and improvement initiatives to client stakeholders. Monitor and drive service quality and customer satisfaction.
- Technical Advisory Services – Provide advisory guidance across SOC, SIEM, MDR, EDR/XDR, Threat Intelligence, Threat Hunting, Exposure Management, and Incident Response services. Translate technical security outcomes into business‑relevant insights, recommendations and service enhancements.
- Escalation & Incident Management – Serve as an escalation point for complex client service issues. Support major incident communications, incident bridges, and executive stakeholder updates during critical security events. Coordinate resolution activities across multiple teams.
- Continuous Service Improvement – Analyze service performance, incident trends, detection coverage, operational KPIs, and escalation patterns. Identify gaps, recommend improvements, and drive initiatives that enhance service effectiveness and customer outcomes.
- Stakeholder & Cross‑Functional Collaboration – Serve as the interface between client stakeholders and MSSP delivery teams. Coordinate with SOC, Threat Intelligence, Incident Response, Engineering, and Service Delivery functions to ensure alignment, accountability, and successful execution of client requirements.
- Technical Leadership & Capability Development – Provide technical guidance and mentorship to team members. Support technical escalations, share best practices, and contribute to the continuous maturity and development of the Client Success function.
Qualifications
Skills/Certifications (Technical & Non‑Technical): CISSP certification. Strong knowledge of MSSP operations, SOC, MDR, SIEM, EDR/XDR, Threat Intelligence, Threat Hunting, Exposure Management, Incident Response, MITRE ATT&CK, service governance, stakeholder management, executive communication, incident management, relationship management, problem solving, negotiation, and presentation skills.
Minimum Work Experience : Minimum 8 years of cybersecurity experience, including managed security services, cybersecurity operations, technical account management, service delivery, customer success, SOC leadership, or equivalent client‑facing cybersecurity roles.
Education : Bachelor's degree in Cybersecurity, Information Security, Computer Science, Information Technology, Engineering, or a related discipline. Relevant industry certifications are highly desirable.
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