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 ResponsibilitiesA 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 RealisationOwn a portfolio of customers across MDR and Retainer servicesDefine and execute Customer Success Plans aligned to customer objectives, risk posture, and business prioritiesEnsure customers realise measurable value and ROI, not just service deliveryAct as the single point of accountability for customer experience across cyber servicesCommercial Ownership (Retention & Growth)Partner with Sales and Solution Architecture on renewal strategy, expansion opportunities, and account planningCo-own renewals, retention, and expansion across assigned accounts with Sales, Solution Architects and Executive SponsorsSupport Net Revenue Retention (NRR)



through:Upsell, cross-sell and service expansionIncreased adoption and service utilisationSupport accurate renewal forecasting and renewal readiness disciplineIdentify and progress commercial opportunities in partnership with SalesMulti-service CoordinationOrchestrate delivery across:MDR operations and platform servicesRetainer and incident readiness servicesTranslate 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 incidentPosition Kroll services as a unified cyber resilience solution, not siloed offeringsOperate across the full MDR portfolio and Retainer drawdown servicesStrategic Engagement & GovernanceLead Monthly, Quarterly and Executive Business Reviews (QBRs / EBRs)Build relationships with senior economic and technical stakeholders, providing:Performance insightsRisk posture updatesStrategic recommendationsAct as a trusted advisor to customersRisk Management & Customer HealthProactively identify and manage:Churn riskAdoption gapsService dissatisfactionMaintain customer health scoring, RAG status, and action plansLead retention strategies and escalation managementCross-functional LeadershipAlign 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 experienceData, Insight & ReportingLeverage 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 healthSupport forecastingIdentify growth opportunitiesTranslate data into clear,



actionable insights for customers and internal teamsDrive adoption across multiple cyber service linesWhat does success look likeWithin 30 days, you will understand the customer portfolioWithin 60 days, you will be actively leading customer engagementsWithin 90 days, you will support clients end-to-end, leading service reviews.EXPERIENCE & REQUIREMENTSWe 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.EssentialProven experience in Customer Success, Account Management, or a customer-facing role within cybersecurity, managed services, or SaaS environmentsDemonstrated ability to drive customer retention and growth outcomes, including supporting renewals and identifying expansion opportunitiesStrong stakeholder management across technical, operational, and executive audiences, with the ability to translate complex cybersecurity concepts into business value and risk contextProven experience leading customer reviews (QBRs / EBRs) and managing strategic customer engagementsAbility to manage a portfolio of accounts, prioritising effectively based on customer value, risk, and commercial opportunityTechnical & Domain KnowledgeWorking understanding of:MDR / SOC operationsIncident response and retainer servicesOffensive Security (e.G. penetration testing, assessments)Ability to translate technical concepts into business value and risk contextCommercial CapabilityExperience supporting or owning:RenewalsUpsell and cross-sell opportunitiesForecasting and pipeline contributionComfortable engaging in commercial and value-based conversationsDesirableFamiliarity with ITIL or service management frameworksExperience working in a integral, multi-region organisationExposure to ITSM | CRM platforms (e.G. Salesforce, Jira, Monday.Com)Experience working in a matrixed environment across Sales, Delivery and Product teamsAbout KrollJoin 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.Kroll is committed to equal opportunity and diversity, and recruits people based on merit#J-*****-Ljbffr

📌 Customer Success Manager, Managed Services (Xico)
🏢 Kroll
📍 Xico