Client Technology - Customer Success Management - Role: Technical Customer Success Manager

EY; Liverpool; On-site; GBP 80,000 - 140,000; Full time

Job summary

EY is seeking an Associate Director, Technical Customer Success Manager to serve as the senior technical advisor for strategic accounts. You will own the technical success plan, coordinate actions across the customer lifecycle and collaborate with architecture, cloud, security and risk teams.

You will drive secure adoption, define measurable outcomes and support renewal and expansion through technical insight across global accounts.

Qualifications

• Bachelor's degree in a relevant discipline or equivalent experience.
• 8–12 years in customer success management or technical accounts roles.
• 2+ years in senior stakeholder-facing/complex enterprise environments.
• Experience across cloud security, identity, data protection or resilience.
• Ability to translate technical risk to business outcomes.

Responsibilities

• Own account technical health across adoption, service performance, incidents and security posture.
• Define health indicators, reviews and executive reporting on business impact.
• Identify and mitigate technology, security, privacy and risk across accounts.
• Lead significant incidents including recovery planning and stakeholder communications.
• Build outcome-based success plans with CSMs and guide onboarding and integration.

Skills

Cloud platforms

Enterprise architecture

Cybersecurity

Identity and access management

Data protection

Zero Trust

Security operations

Leadership

Education

Bachelor's degree

Tools

CI/CD

AI/Automation

Governance frameworks

Job description

At EY, we’re all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

The opportunity

Technology is central to how EY serves clients and protects trust. The Associate Director, Technical Customer Success Manager (TCSM) is the senior technical advisor for strategic accounts, combining customer success, architecture, cloud, cybersecurity and risk expertise to improve technical health, accelerate secure adoption and translate technology performance into measurable business value.

Working with Customer Success Managers (CSMs), Global Client Service Partners, account technology leaders, Product and Engineering, Information Security, Risk Management and Support, the TCSM owns the technical success plan and coordinates action across the customer lifecycle.

Your Key Responsibilities

Own account technical health and protection

• Own a portfolio-level view of technical health across adoption, utilization, service performance, incidents, security posture, dependencies, technical debt and open risks.
• Define health indicators, thresholds and action plans; lead recurring technical health reviews and provide clear executive reporting on business impact, decisions, owners and next actions.
• Proactively identify technology, security, privacy, resilience, integration and operational risks that could affect client trust, service continuity or revenue; coordinate mitigation with the accountable governance and delivery teams.
• Lead technical coordination for significant incidents and escalations, including impact assessment, recovery planning, executive communication and post-incident follow-through.

Drive secure adoption and measurable value

• Partner with CSMs to build outcome-based success plans that connect customer priorities, technical milestones, adoption, value realization and risk reduction.
• Guide onboarding, implementation, integration, configuration, optimization and operational readiness for priority capabilities; remove technical blockers and improve time to value.
• Use product engagement, service, integration and risk signals to identify underutilization, adoption gaps and opportunities to protect or grow the account.
• Communicate measurable outcomes such as adoption, resilience, productivity, risk reduction and value realized; support renewal and expansion strategy through technical insight.

Serve as a trusted technical advisor

• Build credibility with senior account leaders, CIO and CTO organizations, CISOs, enterprise architects, product owners and engineering teams.
• Lead architecture reviews, technical workshops, governance discussions and protection planning; translate complex technical and security issues into business implications, options and recommendations.
• Advise on cloud, cybersecurity, identity, data protection, AI, integrations, resilience and emerging technology risks using an industry-informed and risk-aware perspective.
• Lead through influence across a complex, global and matrixed environment, mobilizing Product, Engineering, Security, Risk and Support around customer outcomes.

Scale insight, governance and the CSE practice

• Maintain actionable technology intelligence on capabilities, ownership, dependencies, lifecycle status, risks and opportunities for assigned accounts.
• Act as the voice of the customer by converting feedback, technical blockers and field patterns into structured product, roadmap, service and support recommendations.
• Create reusable health scorecards, success plans, escalation playbooks, reference materials and executive reporting; use approved AI and automation to improve analysis and consistency.
• Mentor colleagues and strengthen collaboration across Customer Success, architecture, engineering, security, risk and product communities.

Skills And Attributes For Success

• Strong technical foundation across cloud platforms, enterprise architecture, cybersecurity, identity and access management, data protection, integrations, APIs and technology operations.
• Demonstrated ability to assess complex environments, identify material risks, diagnose issues and drive cross-functional resolution.
• Working knowledge of Zero Trust, least privilege, secure by design, vulnerability management, threat detection, incident response, security posture management and data loss prevention.
• Executive presence with the ability to connect technical performance to client trust, service resilience, revenue protection, adoption and growth.
• Strong consulting, facilitation, stakeholder management, prioritization and follow-through skills, with the ability to manage multiple strategic accounts and high-visibility escalations.

To qualify for the role, you must have

• Bachelor's degree in computer science, information systems, cybersecurity, engineering, business technology or a related discipline, or equivalent relevant experience.
• Approximately 8 to 12 years of progressive experience in customer success management, technical account management, solutions architecture, enterprise architecture, cloud or security consulting, technology risk, implementation or technology operations.
• At least five years in a customer-facing or senior stakeholder-facing technical role supporting complex enterprise, strategic account or global environments.
• Experience in at least two of the following: cloud security, security operations, identity and access management, data protection, infrastructure or application security, resilience, enterprise integrations or technology risk.
• Experience developing technical success plans, health assessments, architecture recommendations, risk mitigation plans, adoption strategies or executive technology assessments.
• Ability to communicate technical risk to senior leaders and coordinate outcomes across Security, Risk, Product, Engineering, Support and business teams without direct authority.

Ideally, you will also have

• Experience in professional services, consulting, regulated industries or globally matrixed organizations, with relevant sector knowledge.
• Familiarity with recognized cybersecurity and governance frameworks such as NIST Cybersecurity Framework, NIST Zero Trust Architecture, ISO/IEC 27001, CIS Controls, COBIT or Cloud Security Alliance guidance.
• Experience with DevSecOps, CI/CD controls, cloud security posture management, vulnerability management, SIEM, DLP, endpoint security, infrastructure as code or security automation.
• Experience applying AI responsibly to customer intelligence, technical support, security operations or risk management, and creating reusable technical assets or communities of practice.

Preferred Certifications

One or more role-relevant credentials are preferred, such as Microsoft Cybersecurity Architect Expert, Azure Security Engineer Associate, Security Operations Analyst Associate, Identity and Access Administrator Associate, CISSP, CCSP, CISM, AWS Certified Security, Google Professional Cloud Security Engineer, CompTIA Security+, GIAC, TOGAF, ITIL 4, PMP or Certified Customer Success Manager. Candidates should hold, or be prepared to obtain within 12 months, at least one relevant cloud or security certification. Certifications complement demonstrated technical and customer-facing experience.

Measures of success

• Improved technical health, risk visibility and completeness of executive reporting
• Reduced unresolved technical, security and operational risk, repeat incidents and avoidable escalations.
• Faster onboarding, secure adoption and time to value for priority capabilities.
• Revenue protected or growth influenced through proactive technical leadership and credible customer outcomes.
• Timely mitigation follow-through, stronger stakeholder confidence and actionable product or service improvements.
• Adoption and reuse of CSE playbooks, standards, health scorecards and enablement assets.

Role positioning

The CSE is the strategic technical counterpart to the CSM. The CSM leads relationship strategy, stakeholder alignment and the overall value narrative. The CSE leads technical health, architecture and integration guidance, secure adoption, technical risk visibility and governance. Both share accountability for Protect, Grow, executive reporting and strategic account outcomes.

What We Offer You

The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary ranges. At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job is:
  • New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $150,000 to $270,000
  • Bay Area California offices – $156,300 to $281,300
  • All other offices locations in the US, including Sacramento – $125,000 to $247,500
• Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

All in to shape the future with confidence.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at [e-mail].