Client Success Manager - SOC

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.

Education & Experience:

• 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[NF1] [SS2] 
• 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