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Role Description

The SOC Client Success Manager (CSM) owns the overall health, value realization, and retention of assigned accounts. The SOC CSM serves as a trusted advisor to key client stakeholders, ensuring alignment between client objectives and service delivery. This role proactively drives value articulation, identifies risks and opportunities early, and partners cross-functionally to deliver measurable outcomes.

Duties and Responsibilities:

• Relationship & Executive Leadership
  • Acts as a customer advocate and strategic advisor, balancing client advocacy with business discipline.
  • Owns and maintains buyer-level relationships (economic buyers, sponsors, influencers).
  • Builds strong relationships with key customer staff, account management, and Managed Services leadership.
  • Ensures follow-ups and action items are tracked and completed.
  • Ability to manage expectations clearly and confidently.
  • Leads high-level client engagement, including executive business reviews (QBRs/EBRs).
  • Sets and resets expectations of service quality, availability, and timeliness — no surprises.
  • Navigates conflict and escalation directly, respectfully, and early.
  • Acts as the central coordination point between client and delivery teams.
• Value Storytelling & Risk Management
  • Establishes and executes strategic account plans aligned to client business priorities.
  • Articulates and quantifies value delivered in business terms, connecting service performance to client KPIs and outcomes.
  • Tracks KPIs and service performance metrics.
  • Ensures compliance with Service Level Agreements and proactively manages risk.
  • Maintains a proactive risk register and identifies early warning indicators.
  • Leads recovery strategies when accounts enter a heightened or at-risk state.
  • Manages Root Cause Analysis processes and participates in Priority events as needed.
  • Works with clients and delivery teams to identify and implement service improvement plans.
  • Translates customer requirements into prioritized service and project requests.
  • Reports and communicates service operations and performance to relevant stakeholders.
  • Ensures reports (incident, performance, billing) are delivered on agreed schedules.
• Financial Ownership & Growth
  • Owns account-level financial performance, including margin awareness.
  • Accountable for retention, renewal strategy (beginning 12 months prior), expansion, and revenue growth.
  • Drives growth through cross-sell, upsell, and PCR opportunities aligned to value realization.
  • Partners with sales leadership to influence account growth strategy.
  • Ensures true-ups and billing accuracy in partnership with finance.
  • Understands contractual obligations and protects company interests.
  • Drives alignment across client stakeholders and internal teams.
  • Serves as an active member of the Change Advisory Board, ensuring changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.
  • Ensures operational compliance and service governance standards are upheld.
  • Serves as the primary coordination point across delivery, account, and client teams.
• Operational Leadership & Governance
  • Drives strategic initiatives to improve customer satisfaction and operational efficiency.
  • Assists with development and continuous improvement of the services organization.
  • Provides thought leadership in IT Service Management best practices.
  • Results-driven and outcome-oriented — accountable for making things happen.
  • Other duties as assigned.

Leadership Principles in Action

• Seek First to Understand: Listen before responding. Ask questions before offering solutions. Understanding the context matters more than reacting.
• Assume Positive Intent: Start from the belief that teammates and clients are trying to do the right thing, even when things go wrong.
• Coachable: Open to feedback, willing to adjust, and committed to getting better — not proving you are right.
• Outcome-Oriented: Focused on client outcomes and business impact — not just tasks, tickets, or activity.
• Ownership Mentality: If it touches the client experience, it’s our problem to solve — no silos, no finger-pointing.
• Clear & Direct Communicators: Say the hard things early, respectfully, and clearly — internally and with clients.
• Don’t Win Individually by Losing Collectively: Build credibility by representing the company well — never at the expense of your teammates or delivery teams.
• Consistently Positive (Not Naïve): Optimistic, steady, and solutions-focused — even under pressure.
• Trust Builders: Reliable, prepared, and transparent. Do what you say you’ll do, every time.
• Be Curious: Genuinely interested in the client’s business, people, and priorities — not just the contract.
• Aligned as One Team: Success is shared. Wins are collective. Misses are learned from together.

Qualifications

• Minimum Required: 2-4 years of relevant IT Service Account Management experience.
• Preferred:
  • ITIL Foundation Certification.
  • SOC/Managed Security delivery experience (SOAR/SIEM, EDR, MDR, XDR, Phishing Awareness, Dark Web, Vulnerability Management).
  • Familiarity with Elastic, Kibana, Swimlane Turbine, and Palo Alto XSIAM.
  • PMI Project Management Professional (PMP) certification.
  • ServiceNow experience.
  • Undergraduate degree and 2-4 years relevant experience.

Knowledge, Skills & Abilities

• Good understanding of IT Service Management processes and procedures.
• Good understanding of IT Project Management principles and techniques.
• Good ability to manage change and engage team members.
• Good ability to provide direction and leadership to others.
• Good facilitation and communication skills.
• Excellent presentation skills.
• Ability to manage and escalate client issues.
• Ability to react and adjust priorities of tasks.
• Comfortable in communicating and interacting with C-level customer stakeholders.
• Proficient in MS Office:
  • MS Word – must be able to create and modify documents.
  • MS Excel – create and modify pivot tables, manipulate data, create charts and graphs.
  • MS Power Point – create and modify presentations.

Compensation

$130,000 - $160,000 a year. The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k)
• Paid company holidays
• Paid time off
• Paid parental and caregiver leave
• Plus more! See benefits here for additional details.