Customer Success Manager, Managed Services

Customer Success Manager, Managed Services

London, United Kingdom

London, United Kingdom | 21012741

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In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity—not just answers—in all areas of business. We embrace diverse backgrounds and global perspectives, and we cultivate diversity by respecting, including, and valuing one another. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel.

Kroll’s Cyber Risk team works on over 3,000 cases a year, including some of the most complex and highest profile matters in the world. With experts based around the world, supported by ground-breaking technology, we help protect our client’s data, people, operations and reputation with innovative assessments, investigations, and intelligence. We are the only company in the world with the expertise and resources to deliver global, endto-end cyber risk management, supporting organizations through every step of their journey toward cyber resilience.

Clients count on us for quick and expert support in the event of and in preparation against a cyber incident; from incident response to risk assessments, and complex forensics to breach notification and ID theft remediation we help clients – of all sizes – respond with confidence.

At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. Apply now to join One team, One Kroll.

RESPONSIBILITIES:

Clients rely on us to help them get the most value from their MDR service, ensuring they are informed, supported, and positioned to achieve their security outcomes. As a Customer Success Manager, you will be the primary advocate for a portfolio of customers, guiding them through the full-service lifecycle from onboarding and adoption to renewal and expansion. You will combine strong relationship management with a solid understanding of our services to proactively drive customer satisfaction, retention, and growth.

• Manage and grow relationships with a portfolio of standard MDR customers, ensuring they achieve maximum value from their service and are positioned for renewal and potential expansion.
• Act as the primary point of contact for customers, managing the end-to-end journey including supporting their onboarding journey, adoption, ongoing engagement, and renewal.
• Plan and lead Quarterly Business Reviews, sharing performance insights, best practices, and recommendations for optimising the MDR service.
• Participate in and contribute to regular review meetings, ensuring alignment on service performance, upcoming initiatives, and customer priorities.
• Monitor platform usage and licensing to ensure alignment with contracted terms and to identify opportunities for optimisation or expansion.
• Oversee customer case activity to ensure timely resolution, escalating internally when needed, and keeping customers informed on progress.
• Coordinate with engineering, operations, and other internal teams to resolve escalated issues quickly, communicating effectively with stakeholders throughout.
• Maintain accurate and detailed records of customer interactions, action items, and service outcomes in CRM and case management systems.
• Develop and maintain customer-facing documentation and resources that support service adoption and effective use.
• Contribute to internal process documentation and improvement initiatives, ensuring procedures support a consistent and high-quality customer experience.
• Deliver proactive communications to customers on relevant threat intelligence, product enhancements, best practices, and industry developments.
• Advocate for customers internally, ensuring their needs and feedback influence product development and service improvements.
• Support the introduction and adoption of new services or solutions that align with customer needs and business objectives.

ESSENTIAL TRAITS:

• Proven experience in customer-facing account management or customer success roles, ideally within cybersecurity or managed services.
• Strong communication and presentation skills, with the ability to engage technical and non-technical audiences.
• Ability to manage multiple customer accounts, prioritising effectively in a fast-paced environment.
• Experience driving customer satisfaction and retention through proactive engagement.
• Understanding of key concepts in cybersecurity, threat detection, and managed security services.
• Familiarity with ITIL service management principles.
• Experience presenting to senior stakeholders and technical teams.
• Exposure to security technologies such as EDR, SIEM and network monitoring.
• Ability to interpret data to inform account strategy and demonstrate value.

Kroll is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

All employees must comply with Kroll’s mandatory vaccination policy, subject to all applicable federal, state, and local laws.

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