Technical Customer Success Manager
Technical Customer Success Manager | Cyber Security / MSSP / MDR
London office-based | Client visits required | Up to £62,000k + Benefits
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
Salary: Up to £62,000