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Philadelphia, Pennsylvania, United States · Remote OK
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Singapore, Singapore · Hybrid
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New York, New York, United States · Hybrid
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Birmingham, England, United Kingdom · Hybrid
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Skills: Financial Analysis, Restructuring, Claims Management, Stakeholder Engagement, Regulatory Reporting
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The Customer Success Manager acts as the primary owner for customers, coordinating MDR and Retainer services to ensure measurable value and ROI. They are responsible for driving customer retention, identifying expansion opportunities, and translating technical cyber risk into actionable business narratives.
Candidates must have proven experience in Customer Success or Account Management within cybersecurity, SaaS, or managed services environments. Technical fluency in SOC operations, incident response, and the ability to lead executive-level business reviews are essential.
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, 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
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
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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As the leading independent provider of risk and financial advisory solutions, Kroll leverages our unique insights, data and technology to help clients stay ahead of complex demands. Kroll's team of more than 6,500 professionals worldwide continues the firm’s nearly 100-year history of trusted expertise spanning risk, governance, transactions and valuation. Our advanced solutions and intelligence provide clients the foresight they need to create an enduring competitive advantage. At Kroll, our values define who we are and how we partner with clients and communities. Learn more at Kroll.com.
Offices: One World Trade Center 285 Fulton Street, 31 Fl, New York, NY 10007, US · 167 N Green St, 12 Fl, Chicago, Illinois 60607, US · 3 London Bridge Street, Level 6, South Bank, England SE1 9SG, GB · Three Pacific Place, 1 Queen's Rd E, Level 3, Hong Kong, CN · 125 High St, 30 Fl, Boston, Massachusetts 02110, US
As the leading independent provider of risk and financial advisory solutions, Kroll leverages our unique insights, data and technology to help clients stay ahead of complex demands. Kroll's team of more than 6,500 professionals worldwide continues the firm’s nearly 100-year history of trusted expertise spanning risk, governance, transactions and valuation. Our advanced solutions and intelligence provide clients the foresight they need to create an enduring competitive advantage. At Kroll, our values define who we are and how we partner with clients and communities. Learn more at Kroll.com.
Offices: One World Trade Center 285 Fulton Street, 31 Fl, New York, NY 10007, US · 167 N Green St, 12 Fl, Chicago, Illinois 60607, US · 3 London Bridge Street, Level 6, South Bank, England SE1 9SG, GB · Three Pacific Place, 1 Queen's Rd E, Level 3, Hong Kong, CN · 125 High St, 30 Fl, Boston, Massachusetts 02110, US
