Customer Success Manager, Managed Services (Cybersecurity)

Location: United Kingdom

Company

hirify.global provides cyber risk management, incident response, risk assessments, forensics, breach notification, and identity theft remediation services.

What you will do

• Manage a portfolio of MDR customers through onboarding, adoption, engagement, renewal, and potential expansion.
• Act as the primary customer contact and lead Quarterly Business Reviews covering performance, best practices, and service optimisation.
• Monitor platform usage, licensing, customer cases, service outcomes, and opportunities for optimisation or expansion.
• Coordinate with engineering, operations, and other internal teams to resolve escalated issues and keep stakeholders informed.
• Maintain CRM, case-management, customer-facing, and internal process documentation.
• Share threat intelligence, product enhancements, best practices, and industry developments while advocating for customer needs in product and service improvements.

Requirements

• Proven experience in customer-facing account management or customer success, ideally in cybersecurity or managed services.
• Strong communication and presentation skills for technical and non-technical audiences.
• Ability to manage and prioritise multiple customer accounts in a fast-paced environment.
• Experience driving customer satisfaction and retention through proactive engagement.
• Understanding of cybersecurity, threat detection, and managed security services.

Nice to have

• Familiarity with ITIL service management principles.
• Experience presenting to senior stakeholders and technical teams.
• Exposure to EDR, SIEM, and network monitoring technologies.
• Ability to interpret data to inform account strategy and demonstrate value.

Culture & Benefits

• Collaborative, supportive, and inclusive work environment.
• Global team delivering end-to-end cyber risk management and supporting clients through complex cyber incidents.
• Mandatory vaccination policy applies to all employees, subject to applicable laws.
• Equal opportunity employer committed to considering qualified applicants regardless of protected characteristics.

Hiring process

• Formal application through careers.hirify.global.com is required.