Customer Success Manager, Managed Services

Customer Service

Customer Service | CDMX, Mexico | 21014887

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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.

• 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.
• 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

• 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
• 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

• 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

• 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
• Proactively identify and manage:
  • Maintain customer health scoring, RAG status, and action plans
  • Lead retention strategies and escalation management

• Align and collaborate with:
  • Capability leads and associated functions (Scoping and execution of Retainer SOWs)
  • Delivery / PMO (execution and onboarding additional services)
  • Technical Advisors (deep expertise and escalation support)
  • Product and Engineering teams (Support feedback and improvements)
  • 3 rd Party Delivery Alliances (E.g. CrowdStrike…)
• Ensure customers receive a consistent and coordinated experience

• 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:
  • Support forecasting
  • Identify growth opportunities
  • Translate data into clear, actionable insights for customers and internal teams
• Drive ado