Lead Consultant - Client Success (Cybersecurity)

Overview

This position serves as a trusted cybersecurity advisor and strategic leader for client success, overseeing customer satisfaction and value delivery across a managed security services client portfolio. The role ensures effective service delivery, governance, and ongoing enhancement of security services.

Acting as a vital connection between client representatives and delivery teams, the consultant aligns service performance with client business goals and operational expectations. Additionally, technical leadership is provided within the Client Success function by handling complex escalations, fostering service excellence, and promoting continuous improvement that boosts client experience, service maturity, and operational efficiency.

Key Responsibilities

• Manage a client portfolio as the main point of contact for Client Success, establishing trusted relationships with security officers, SOC managers, and IT leadership.
• Conduct service performance reviews, governance meetings, and steering committee sessions; report on KPIs, risks, trends, and improvement plans to stakeholders.
• Offer expert advisory counseling across SOC, SIEM, MDR, EDR/XDR, Threat Intelligence, Threat Hunting, Exposure Management, and Incident Response services, transforming technical outcomes into actionable business insights.
• Serve as an escalation point for complex service issues; manage incident communications, coordinate across teams during security crises and keep executives informed.
• Analyze service metrics and incident data to identify gaps and lead initiatives that improve service delivery and customer results.
• Coordinate cross-functional collaboration between client stakeholders, MSSP delivery teams, SOC, Threat Intelligence, Incident Response, Engineering, and Service Delivery groups to ensure overall alignment and accountability.
• Provide technical mentorship, support escalations, share best practices, and contribute to the ongoing development of the Client Success team’s capabilities.

Qualifications and Skills

• CISSP certification is mandatory.
• Strong expertise in MSSP operations, SOC, MDR, SIEM, EDR/XDR, Threat Intelligence, Threat Hunting, Exposure Management, Incident Response, and familiarity with MITRE ATT&CK framework.
• Proficient in service governance, stakeholder management, executive communications, incident management, problem-solving, negotiation, and presentations.
• Minimum 8 years’ experience in cybersecurity roles including managed security services, SOC leadership, customer success, or technical account management.
• Bachelor’s degree in Cybersecurity, Information Security, Computer Science, Information Technology, Engineering, or related field; additional industry certifications are advantageous.