Technical Customer Success Manager | Cyber Security / MDR
£62,000 | Remote with 1 day per week on site in London
I’m supporting a growing cyber security business that is looking to hire a Technical Customer Success Manager to sit between clients, the SOC, Engineering, Product and Sales.
This is not a standard reporting-focused CSM role.
The role is much more technical and SOC-led, with a strong focus on helping customers get real value from Managed Detection and Response and Managed Infrastructure Services.
You’ll act as the technical point of contact for a portfolio of clients, helping them understand SOC output, improve detection quality, manage escalations, and turn incidents and service data into practical security improvements.
The role will involve:
• Leading technical service reviews, QBRs and roadmap sessions
• Acting as the client interface into the SOC
• Reviewing detection quality, false positives, response times and incident handling
• Translating SOC telemetry into clear risk narratives for customers
• Advising clients on security posture improvement
• Supporting renewal and expansion conversations from a technical perspective
• Working with Engineering to improve detection logic, enrichment and response automation
• Feeding real customer insight into service improvement and product evolution
The ideal background:
• 5+ years in technical service delivery, SOC, cyber operations or technical customer success
• Strong understanding of MDR, SIEM, SOAR, incident response and SOC operations
• Experience managing technical escalations and complex client environments
• Comfortable presenting to senior technical and non-technical stakeholders
• Able to translate service data into clear, business-relevant insight
• Experience with SLAs, KPIs, service reporting and managed services environments
Useful experience would include exposure to platforms such as Sentinel, Google SecOps, Google SOAR, CrowdStrike, Defender, ServiceNow, Salesforce or similar.
Certifications such as CISSP, CISM or equivalent would be beneficial but are not essential.
This would suit someone who enjoys being close to the SOC, close to the customer, and involved in shaping how cyber services improve over time.
Salary: £62,000
Location: Remote, with 1 day per week on site in London
Type: Permanent / Full Time
…