[Hiring] Cybersecurity Client Success Manager @Insight

Role Description

The Cybersecurity Client Success Manager (CSM) is the strategic, client-facing owner of the cybersecurity services relationship. This role ensures clients achieve measurable security outcomes from managed security, SOC, and advisory services by translating technical activity into clear business value, driving governance, and proactively managing risk, renewals, and escalations.

The CSM serves as the primary point of accountability for the client experience across the full security lifecycle, from onboarding and steady-state operations through renewal and service evolution, while partnering closely with SOC, engineering, threat intelligence, and adjacent delivery teams.

Key Responsibilities

• Client Relationship & Governance
  • Serve as the single point of contact and escalation owner for assigned cybersecurity clients, maintaining executive-level relationships and trust.
  • Own the end-to-end client lifecycle: onboarding, operational/delivery governance, renewal readiness, and service transitions or decommissioning.
  • Lead structured Client Care cadences (monthly and quarterly), ensuring consistent agendas, follow-through on action items, and documented outcomes.
• Value Realization & Reporting
  • Translate SOC and cybersecurity operations into executive-ready reporting, including trends, investigations, risk posture indicators, and service performance metrics.
  • Ensure clients understand how services contribute to risk reduction, compliance readiness, and overall security maturity.
  • Partner with internal teams to define and track success metrics aligned to client goals.
• Cross-Functional Leadership
  • Act as the coordination point between clients and internal stakeholders (SOC analysts, threat hunters, security engineers, advisory teams, finance, and sales).
  • Lead escalations calmly and decisively, reducing friction while protecting the client experience.
  • Support expansion, renewal, and retention motions through proactive value articulation and risk awareness.
• Continuous Improvement
  • Identify service gaps, process improvements, and opportunities to strengthen the client's security program.
  • Contribute to the development of Client Success playbooks, dashboards, and standard operating procedures for cybersecurity services.

Qualifications

• 5+ years of experience as a Client Success Manager in Service Delivery, an Account Manager, Project Coordinator, or has proven project management success within cybersecurity, managed services, or IT services.
• Strong understanding of SOC operations, incident response, threat monitoring, and security delivery models.
• Proven ability to communicate complex technical concepts to executive and non-technical stakeholders.
• Experience managing enterprise client relationships, renewals, and escalations.
• Embodies Insight's core values of Hunger, Heart, and Harmony.
• Strong culture fit with a client-first mindset and a consistent commitment to integrity, accountability, and continuous growth.

Preferred Qualifications

• Cybersecurity certifications such as CompTIA Security+, CISSP, CISM, or equivalent.
• Experience working with SIEM platforms, SOC dashboards, or security reporting tools.
• Background in managed security service- XDR, Continuous Vulnerability Exposure Management, Penetration Testing, etc.

Success Measures

• High client satisfaction scores (CSAT and NPS) that reflect a trusted, advisory-level relationship and a consistently positive client experience.
• Strong client retention and renewal rates achieved through demonstrable, ongoing value delivery across the service lifecycle.
• Measurable improvement in client security maturity and risk posture over the course of the engagement.
• Consistent, on-time Client Care cadences with clear governance, documented outcomes, and executive-ready reporting.
• Timely, well-managed escalations that protect the client experience and minimize business disruption.

Benefits

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Core values of Hunger, Heart, and Harmony, which guide everything we do.