Customer Success Manager, Managed Services
Company: Kroll
Role summary
Customer Success Manager, Managed Services is a full-time role at Kroll in Ciudad de México, Mexico (remote). Posted 2026-09-10. Experience level: 5-10.
- Job title
- Customer Success Manager, Managed Services
- Company
- Kroll
- Location
- Ciudad de México, Mexico
- Work arrangement
- remote
- Employment type
- full-time
- Category
- Customer Service
- Experience level
- 5-10
- Date posted
- 2026-09-10
This is a fantastic opportunity to join Kroll's Managed Services team as a Customer Success Manager. You'll be instrumental in fostering strong client relationships and ensuring they get the most value from our services, with a focus on proactive support and problem-solving. It's a role that offers great potential for growth within a respected company.
Job description
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.
Key Responsibilities:
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.
Customer Ownership & Value Realisation
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
Commercial Ownership (Retention & Growth)
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
Support Net Revenue Retention (NRR) through:
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
Multi-Service Coordination
Orchestrate delivery across:
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
Strategic Engagement & Governance
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
Risk Management & Customer Health
Proactively identify and manage:
Churn risk
Adoption gaps
Service dissatisfaction
Maintain customer health scoring, RAG status, and action plans
Lead retention strategies and escalation management
Cross-Functional Leadership
Align and collaborate with:
Capability leads and associated functions (Scoping and execution of Retainer SOWs)
Sales (renewals, expansion, commercial strategies)
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
Data, Insight & Reporting
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:
Track customer health
Support forecasting
Identify growth opportunities
Translate data into clear, actionable insights for customers and internal teams
Drive adoption across multiple cyber service lines
What does success look like
Within 30 days, you will understand the customer portfolio
Within 60 days, you will be actively leading customer engagements
Within 90 days,
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