At a Glance
- Tasks: Support clients in managed security services and ensure they receive real value.
- Company: Growing cybersecurity business focused on client success.
- Benefits: Up to £62,000 salary plus benefits, with opportunities for growth.
- Other info: Office-based in London with client visits; perfect for those wanting to enhance client relationships.
- Why this job: Combine your technical skills with client interaction in a dynamic cybersecurity environment.
- Qualifications: Experience in technical cyber security roles and excellent communication skills.
The predicted salary is between 60000 - 80000 £ per year.
I’m supporting a growing cybersecurity business that is looking to hire a Technical Customer Success Manager to support the delivery, performance, and ongoing improvement of its managed security services. This role would suit someone who has come from a technical Senior Security Engineer / Analyst, Senior SOC Analyst, Security Operations, MSSP, or MDR background and is now looking to move into a more client-facing technical customer success role. Or is already working as a Technical Customer Success Manager at a Cyber Security MSSP / MDR. You will still need to understand the technical side of managed security services (this is not a hands‑on SOC role). The focus is on working closely with clients, understanding their service, translating technical information clearly, identifying risks, and making sure the service is delivering real value.
The role will involve:
- Acting as a technical point of contact for a portfolio of managed security clients
- Supporting service reviews, onboarding, transitions, incident follow‑ups, and monthly reporting
- Reviewing client health, SLAs, KPIs, ticket trends, incidents, escalations, and service risks
- Preparing and presenting service reports, incident summaries, RCA documents, and improvement plans
- Working closely with SOC, Engineering, Service Delivery, Projects, and Sales teams
- Helping clients understand the value of their MSSP or MDR service
- Identifying renewal risks, service gaps, technical issues, and opportunities for improvement
- Supporting wider customer success activity around retention, adoption, and client satisfaction
The ideal person will have:
- Experience in a technical cyber security role, ideally as a Senior SOC Analyst, Senior Security Analyst, or similar
- Previous experience working within an MSSP, MDR provider, managed security services business, or cybersecurity service provider
- Strong understanding of SOC operations, incident handling, alerts, escalations, SLAs, KPIs, and managed detection services
- Excellent customer‑facing skills and the ability to explain technical information clearly to clients
- Confidence in joining client calls, service reviews, and technical discussions
- Strong written communication skills, especially around reporting, incident summaries, RCA updates, and service documentation
- A proactive, organised, and commercially aware approach
- Experience with tools such as ServiceNow, Jira, Zendesk, SIEM, XDR, EDR, Power BI, or Microsoft 365 would be useful
This would suit someone who enjoys the technical side of cyber security but wants to move closer to the client, with more involvement in service quality, customer outcomes, and long‑term client relationships. You do not need to be a fully established Customer Success Manager already, but any experience as a Customer Success Manager within an MSSP or MDR would also be very beneficial. The key requirement is that you have a strong technical security background from an MSSP or MDR environment and the communication skills to make the move into a more client‑facing role.
Location: London office‑based, with client visits required
Technical Customer Success Manager in London employer: LT Harper Recruitment Group
Join a dynamic and rapidly growing cybersecurity firm in London, where your technical expertise will directly impact client success and satisfaction. With a strong emphasis on employee development, collaborative work culture, and competitive benefits, this role offers a unique opportunity to transition into a client-facing position while still engaging with the technical aspects of managed security services. Enjoy the advantages of working in a vibrant city, with opportunities for professional growth and meaningful contributions to client relationships.
Contact Details:
LT Harper Recruitment Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LT Harper Recruitment Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LT Harper Recruitment Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LT Harper Recruitment Group:Your cover letter is your chance to shine! Tell us why you want to work at LT Harper Recruitment Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LT Harper Recruitment Group!
How to prepare for a job interview at LT Harper Recruitment Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
