Lead Consultant - Client Success (CPX)
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Key skills for this role
About the Role
CPX is hiring a Lead Consultant to serve as a trusted cybersecurity advisor and client success lead for managed security services clients. The role involves driving customer success, service governance, technical advisory, and continuous improvement across SOC, MDR, and other security services.
Key Skills for This Role
Responsibilities
- Manage a portfolio of clients as the primary Client Success point of contact, building trusted relationships with security leaders and executive sponsors
- Lead operational service reviews, governance meetings, and executive steering committees, presenting service performance and improvement initiatives
- Provide advisory guidance across SOC, SIEM, MDR, EDR/XDR, Threat Intelligence, Threat Hunting, Exposure Management, and Incident Response services
- Act as escalation point for complex client service issues and support major incident communications and executive updates
- Analyze service performance, incident trends, and operational KPIs to identify gaps and drive continuous improvement initiatives
- Provide technical guidance and mentorship to team members, supporting technical escalations and sharing best practices
Requirements
- Minimum 8 years of cybersecurity experience, including managed security services, cybersecurity operations, technical account management, service delivery, customer success, SOC leadership, or equivalent client facing cybersecurity roles
- CISSP certification
- Bachelor's degree in Cybersecurity, Information Security, Computer Science, Information Technology, Engineering, or related discipline
- Strong knowledge of MSSP operations, SOC, MDR, SIEM, EDR/XDR, Threat Intelligence, Threat Hunting, Exposure Management, Incident Response, MITRE ATT&CK
- Excellent stakeholder management, executive communication, incident management, relationship management, problem solving, negotiation, and presentation skills
Full Job Posting
Overview
- To serve as a trusted cybersecurity advisor and strategic client success lead, driving customer success and service value realization across a portfolio of managed security services clients.
- The role acts as a bridge between client stakeholders and MSSP delivery teams, ensuring service performance aligns with client objectives.
Client Relationship Management
- Manage a portfolio of clients as the primary Client Success point of contact.
- Build and maintain trusted relationships with security leaders, SOC managers, IT leadership, and executive sponsors.
- Understand client objectives, expectations, and operational challenges.
Service Governance & Performance Management
- Lead operational service reviews, governance meetings, and executive steering committees.
- Present service performance, trends, risks, KPIs, and improvement initiatives to client stakeholders.
- Monitor and drive service quality and customer satisfaction.
Technical Advisory Services
- Provide advisory guidance across SOC, SIEM, MDR, EDR/XDR, Threat Intelligence, Threat Hunting, Exposure Management, and Incident Response services.
- Translate technical security outcomes into business relevant insights, recommendations and service enhancements.
Escalation & Incident Management
- Act as an escalation point for complex client service issues.
- Support major incident communications, incident bridges, and executive stakeholder updates during critical security events.
- Coordinate resolution activities across multiple teams.
Continuous Service Improvement
- Analyze service performance, incident trends, detection coverage, operational KPIs, and escalation patterns.
- Identify gaps, recommend improvements, and drive initiatives that enhance service effectiveness and customer outcomes.
Stakeholder & Cross Functional Collaboration
- Serve as the interface between client stakeholders and MSSP delivery teams.
- Coordinate with SOC, Threat Intelligence, Incident Response, Engineering, and Service Delivery functions to ensure alignment and accountability.
Technical Leadership & Capability Development
- Provide technical guidance and mentorship to your team members.
- Support technical escalations, share best practices, and contribute to the continuous maturity of the Client Success function.
Qualifications
- CISSP certification.
- Strong knowledge of MSSP operations, SOC, MDR, SIEM, EDR/XDR, Threat Intelligence, Threat Hunting, Exposure Management, Incident Response, MITRE ATT&CK, service governance, stakeholder management, executive communication, incident management, relationship management, problem solving, negotiation, an
- Minimum 8 years of cybersecurity experience, including managed security services, cybersecurity operations, technical account management, service delivery, customer success, SOC leadership, or equivalent client facing cybersecurity roles.
- Bachelor's degree in Cybersecurity, Information Security, Computer Science, Information Technology, Engineering, or a related discipline.
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