Job Category: Cyber Security

Job Description:

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 general, 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

, retention, and expansion across assigned accounts with Sales, Solution Architects and Executive Sponsors

Support 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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📌 Customer Success Manager, Managed Services (Ciudad de México)
🏢 Kroll
📍 Ciudad de México