Customer Success Manager, Cyber Risk

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. 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.

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, accurate renewal forecasting and renewal readiness discipline, and identifying and progressing commercial opportunities in partnership with Sales

Multi Service Coordination

• MDR operations and platform services
• Retainer and incident readiness services
• Translate technical outputs into clear business outcomes and risk based narratives
• 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, and acting as a trusted advisor
• Proactively identify and manage maintain customer health scoring, RAG status, action plans, retention strategies and escalation management

Cross Functional Leadership

• Align and collaborate with capability leads, delivery/PMO, technical advisors, product and engineering teams, and third party delivery alliances (e.g. CrowdStrike)
• Ensure customers receive a consistent and coordinated experience

Data, Insight & Reporting

• Leverage platforms such as Salesforce and to streamline workflows and maintain a clear, real time view of customer health and opportunity
• Use data to support forecasting, identify growth opportunities, translate data into clear actionable insights for customers and internal teams, and drive adoption across multiple cyber service lines

What Does Success Look Like

• Within 30 days, you will understand your customer portfolio, their risk posture, and how Kroll delivers value across MDR and Retainer
• Within 60 days, you will be actively leading customer engagements and aligning internal teams around a clear customer strategy
• Within 90 days, you will own the customer relationship end to end, leading service reviews and driving clear outcomes, retention, and growth across your portfolio

Experience & Requirements

• 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
• 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
• Familiarity with ITIL or service management frameworks
• Experience working in a global, multi region organisation
• Exposure to ITSM / CRM platforms (e.g. Salesforce, Jira, )
• Experience working in a matrixed environment across Sales, Delivery and Product teams

Kroll is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

All employees must comply with Kroll's mandatory vaccination policy, subject to all applicable federal, state, and local laws.