Customer Success Manager Cyber

Overview

In this role you will own and nurture key customer relationships within the Cyber department, ensuring contracted services deliver ongoing value. You will collaborate with both customer stakeholders and internal teams to align service delivery with commitments and drive improvements. You’ll lead service reviews, highlight risks and opportunities, and help keep accounts on track. This is a cross-functional, impact-focused position that supports ongoing client success and business outcomes. Join a culture that values practical problem-solving, collaboration, and cyber-consciousness to protect customers and grow the partnership.

Pay / Benefits

• Referral bonus scheme of 1000
• LinkedIn Learning access
• Healthcare cash plan
• Company Pension Scheme
• 25 days annual leave plus holidays
• Purchase of annual leave scheme

Responsibilities

• Own day-to-day customer relationships and oversight of contracted cyber services
• Lead customer service reviews and governance meetings
• Monitor service performance, risks, issues, contractual commitments and commercial outcomes
• Collaborate with Cyber and wider internal teams to resolve issues and drive improvements
• Identify opportunities to enhance the customer experience and strengthen service value
• Coordinate account-aligned teams through a matrix structure

Key requirements

• Experience managing contracted IT or cyber services within a managed-services environment
• Ability to build trusted relationships with customer stakeholders
• Good commercial awareness including billing, profitability and contract performance
• Practical understanding of ITIL principles, supported by relevant accreditation
• Experience supporting service reviews, managing risks and issues, and driving continual improvement
• Strong analytical, communication and presentation skills
• Confidence to coordinate teams, manage escalations and challenge constructively

• Relationship-building
• Communication
• Collaboration
• ITIL principles and related accreditation
• Contract management and commercial awareness
• Risk and issue management

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