Customer Success Manager, Managed Services

Kroll’s Cyber Risk team works on over 2,000 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 clients navigate complex and evolving cyber threats with clarity, confidence and control. We are the only company in the world with the expertise and resources to deliver global, end-to-end cyber risk management, supporting organizations through every step of their journey toward cyber resilience.

At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, transparency and cyber challenges. We are looking for bright, inquisitive minds who are experienced in and passionate about cybersecurity operating, consulting and advisory services. 

Key Responsibilities:

A Customer Success Manager is the single accountable owner for each customer, bringing together Kroll’s MDR and Retainer capabilities into one coordinated customer experience, aligned to the customer’s risk priorities and business goals, delivering clear, tangible outcomes across the CDR portfolio. You act as a strategic account advisor, ensuring customers realise measurable outcomes from their cybersecurity investment, while driving renewals, expansion, and long-term partnership value. You operate across service lines to deliver a single, joined-up customer experience, aligning Sales, Delivery, Technical and Leadership teams into a cohesive engagement model. While this role does not carry a sales quota, the CSM plays a critical role in retention and growth, working in close partnership with Sales and Solution Architecture to identify, shape, and progress opportunities.

In this role, you will help customers make confident decisions in high-pressure situations, translating complex cyber risk into clear, actionable direction.

Customer Ownership & Value Realisation

• Own a portfolio of customers across MDR and Retainer services

• Define and execute Customer Success Plans aligned to customer objectives, risk posture, and business priorities

• Ensure customers realise measurable value and ROI, not just service delivery

• Act as the single point of accountability for customer experience across cyber services

Commercial Ownership (Retention & Growth)

• Partner with Sales and Solution Architecture on renewal strategy, expansion opportunities, and account planning

• Co-own renewals, retention, and expansion across assigned accounts with Sales, Solution Architects and Executive Sponsors

• Support Net Revenue Retention (NRR) through:

  • Upsell, cross-sell and service expansion

  • Increased adoption and service utilisation

• Support accurate renewal forecasting and renewal readiness discipline

• Identify and progress commercial opportunities in partnership with Sales

Multi-Service Coordination

• Orchestrate delivery across:

  • MDR operations and platform services

  • Retainer and incident readiness services

• Translate technical outputs into clear business outcomes and risk-based narratives. 

For example, translating MDR insights into clear executive narratives, showing how proactive monitoring reduced risk exposure or helped prevent a potential incident

• Position Kroll services as a unified cyber resilience solution, not siloed offerings

• Operate across the full MDR portfolio and Retainer drawdown services

Strategic Engagement & Governance

• Lead Monthly, Quarterly and Executive Business Reviews (QBRs / EBRs)

• Build relationships with senior economic and technical stakeholders, providing:

  • Performance insights

  • Risk posture updates

  • Strategic recommendations

• Act as a trusted advisor to customers

Risk Management & Customer Health

• Proactively identify and manage:

• Churn risk

  • Adoption gaps

  • Service dissatisfaction

• Maintain customer health scoring, RAG status, and action plans

• Lead retention strategies and escalation management

Cross-Functional Leadership

• Align and collaborate with:

  • Capability leads and associated functions (Scoping and execution of Retainer SOWs)

  • Sales (renewals, expansion, commercial strategies)

  • Delivery / PMO (execution and onboarding additional services)

  • Technical Advisors (deep expertise and escalation support)

  • Product and Engineering teams (Support feedback and improvements)

  • 3rd Party Delivery Alliances (E.g. CrowdStrike…)

• Ensure customers receive a consistent and coordinated experience

Data, Insight & Reporting

• Leverage platforms such as Salesforce and Monday.com to streamline workflows and maintain a clear, real-time view of customer health and opportunity. 

• Use data to help:

  • Track customer health

  • Support forecasting

  • Identify growth opportunities

• Translate data into clear, actionable insights for customers and internal teams

• Drive adoption across multiple cyber service lines

What does success look like

• Within 30 days, you will understand the customer portfolio

• Within 60 days, you will be actively leading customer engagements 

• Within 90 days, you will support clients end-to-end, leading service reviews.

EXPERIENCE & REQUIREMENTS 

We are looking for commercially aware, technically fluent Customer Success Managers who can operate as strategic advisors and drive customer value, retention, and growth across a multi-service cybersecurity environment.

Essential

• Proven experience in Customer Success, Account Management, or a customer-facing role within cybersecurity, managed services, or SaaS environments

• Demonstrated ability to drive customer retention and growth outcomes, including supporting renewals and identifying expansion opportunities

• Strong stakeholder management across technical, operational, and executive audiences, with the ability to translate complex cybersecurity concepts into business value and risk context

• Proven experience leading customer reviews (QBRs / EBRs) and managing strategic customer engagements

• Ability to manage a portfolio of accounts, prioritising effectively based on customer value, risk, and commercial opportunity

 Technical & Domain Knowledge

• Working understanding of:

  • MDR / SOC operations

  • Incident response and retainer services

  • Offensive Security (e.g. penetration testing, assessments)

• Ability to translate technical concepts into business value and risk context

Commercial Capability

• Experience supporting or owning:

  • Renewals

  • Upsell and cross-sell opportunities

  • Forecasting and pipeline contribution

• Comfortable engaging in commercial and value-based conversations

Desirable

• Familiarity with ITIL or service management frameworks

• Experience working in a global, multi-region organisation

• Exposure to ITSM | CRM platforms (e.g. Salesforce, Jira, Monday.com)

• Experience working in a matrixed environment across Sales, Delivery and Product teams

About Kroll 

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll. 

In order to be considered for a position, you must formally apply via careers.kroll.com.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit

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