Vacancy at Reliance Cyber
Technical Customer Success Manager
Salary
£ Competitive
Hybrid working (London office / home-working)
Vacancy listed
17/07/2025
Application deadline
18/08/2025
Details
The Customer Success function at Reliance Cyber is a strategic enabler of customer retention, growth, and advocacy. Its core purpose is to ensure that every client receives consistent, high-quality, and outcome-driven experiences throughout the contract lifecycle.
As a Technical Customer Success Manager, you will lead the technical relationship with a portfolio of high-value clients, ensuring that Reliance Cyber’s MSS and XDR services are not only stable and performant but also aligned with each client’s security posture and business objectives.
As a Technical Customer Success Manager, you will lead the technical relationship with a portfolio of high-value clients, ensuring that Reliance Cyber’s MSS and XDR services are not only stable and performant but also aligned with each client’s security posture and business objectives.
You will act as the primary technical point of contact for your clients, translating complex service data into actionable insights, guiding them through incident response and service evolution, and ensuring that technical delivery is consistent, transparent, and value-driven.
You will work closely with internal teams—including Engineering, SOC, Product, and Sales—to ensure that client needs are met and exceeded. You will also contribute to the development of internal frameworks, playbooks, and service improvement initiatives.
Key Responsibilities
- Lead technical service reviews, QBRs, and roadmap sessions with client stakeholders
- Provide expert guidance on MSS and XDR performance, configuration, and optimisation
- Manage escalations and act as the technical voice of the customer within Reliance Cyber
- Translate service data into meaningful insights and recommendations.
- Support renewal and expansion conversations with technical input and service performance evidence.
- Collaborate with internal teams to resolve complex issues and drive continuous improvement.
🎯 Technical & Delivery Expertise
- 5+ years’ experience in a technical service delivery, SOC, or cybersecurity operations role
- Strong understanding of MSS, XDR, SIEM, SOAR, and incident response processes
- Experience managing complex client environments and technical escalations
- Familiarity with SLAs, KPIs, and service reporting in a managed services context
🤝 Client Engagement
- Proven ability to build trust with technical and non-technical stakeholders
- Experience leading client-facing service reviews and technical briefings
- Ability to translate technical data into business-relevant insights
📋 Governance & Process Awareness
- Strong adherence to service management frameworks (e.g. ITIL)
- Experience working within structured processes and contributing to their improvement
🧭 Strategic Thinking
- Able to align technical service delivery with broader client and business objectives
- Comfortable contributing to strategic planning and service evolution
💬 Communication & Interpersonal Skills
- Excellent written and verbal communication skills
- Confident presenting to senior stakeholders and facilitating technical discussions
👥 Teamwork & Leadership
- Experience working cross-functionally with SOC, Engineering, and Product teams
- Ability to mentor and support junior team members
📊 Analytical & Technical Acumen
- Skilled in analysing service data and identifying trends
- Proficient in Microsoft 365 tools; familiarity with Power BI, Splunk, or other analytics platforms is a plus
If this role sounds of interest, we'd love to hear from you!