Cyber Security Specialist in Newport

Technical Customer Success Manager (SOC-Led)

I'm supporting a growing managed cybersecurity business that is looking to hire a Technical Customer Success Manager to own the technical service relationship with a portfolio of high-value clients.

The role

This is a SOC-led, outcome-driven role sitting at the point where security operations meet the client.

You would act as the primary technical point of contact for your portfolio, making sure that Managed Infrastructure Services (MIS) and Managed Detection and Response (MDR) are stable, performant, and genuinely aligned to each client's security posture and business objectives.

The focus splits roughly: 50% security operations engagement, 30% security consultancy and posture improvement, 20% engineering collaboration and service evolution.

Day to day, you would

• Lead technical service reviews, QBRs, and roadmap sessions with client stakeholders.
• Act as the primary interface to the SOC, making sure alerting, triage, and response align to client risk and business context.
• Lead SOC service health reviews covering detection fidelity, false-positive rates, response times, and incident quality.
• Translate SOC telemetry into clear risk narratives, and challenge \"checkbox SOC\" behaviours by driving use-case effectiveness over alert volume.
• Manage escalations and act as the technical voice of the customer internally.
• Support renewal and expansion conversations with technical input and service performance evidence.
• Work closely with Engineering, SOC, Product, and Sales, and contribute to internal frameworks, playbooks, and service improvement initiatives.
• What they are looking for
• 5+ years in a technical service delivery, SOC, or cyber security operations role.
• Strong understanding of MIS, MDR, SIEM, SOAR, and incident response processes.
• Strong grasp of SOC operations, including detection engineering, alert triage, and incident handling workflows.
• Experience managing complex client environments and technical escalations.
• Familiarity with SLAs, KPIs, and service reporting in a managed services context.
• Proven ability to advise clients on security posture improvements, not just service metrics.
• Proven ability to build trust with technical and non-technical stakeholders, and to translate technical data into business-relevant insights.
• Strong adherence to service management frameworks such as ITIL.
• Confident presenting to senior stakeholders and facilitating technical discussions.

Desirable

• Certifications such as CISSP, CISM, or equivalent.
• Experience with MDR/EDR platforms such as Sentinel, Google Sec Ops, Crowd Strike, or Defender.
• Familiarity with MITRE ATT&CK, NIST CSF, or CIS Controls.
• Experience with CRM/ITSM platforms such as Service Now, Salesforce, or Net Suite.
• Exposure to contract management, pricing models, and commercial discussions.

This would suit someone who enjoys being the trusted technical advisor in the room: translating complex SOC data into decisions senior stakeholders can act on, and being measured on real security outcomes rather than reporting volume.

Please message me directly if you would like to discuss the role, or feel free to share with someone in your network.