Senior Technical Customer Success Leader

EY; Greater London; On-site; GBP 120,000 - 190,000; Full time

Benefits offered by this job

Competitive pay ranges

Medical and dental coverage

Pension and 401(k) plans

Generous paid time off

Job summary

EY London seeks an Associate Director, Technical Customer Success Manager to oversee technical health, risk, and value for strategic accounts. You will align customer outcomes with architecture, cloud, security and product teams to drive secure adoption and measurable business impact.

You will lead cross-functional governance, health reviews, and executive reporting, mentoring colleagues and shaping technical strategy across a global, matrixed organization.

Qualifications

• Experience in customer success management for enterprise accounts.
• Ability to communicate technical risk to senior leaders and coordinate outcomes across multiple teams.
• Experience leading architecture reviews, governance discussions and protection planning.
• Experience with cloud, cybersecurity, data protection, resilience and risk management.
• Ability to work across a global, matrixed organization with multiple stakeholders.
• Credentials in cybersecurity or cloud (preferred as listed in certifications).

Responsibilities

• Own portfolio-level view of technical health across adoption, utilization, service performance, incidents, security posture, dependencies and risks.
• Define health indicators, thresholds and action plans; lead technical health reviews and provide executive reporting on impact and owners.
• Proactively identify technology, security, privacy and operational risks; coordinate mitigation with governance and delivery teams.
• Lead technical coordination for incidents and escalations, including impact assessment and post-incident follow-through.
• Mentor colleagues and strengthen collaboration across Customer Success, architecture, engineering, security and product teams.

Skills

Cloud platforms

Enterprise architecture

Cybersecurity

Identity & access management

Data protection

Integrations/APIs

Technology operations

Education

Bachelor's degree in computer science or related field

Tools

NIST CSF

NIST Zero Trust

ISO/IEC 27001

CIS Controls

COBIT

CSA guidance

Job description

EY London seeks an Associate Director, Technical Customer Success Manager to oversee technical health, risk, and value for strategic accounts. You will align customer outcomes with architecture, cloud, security and product teams to drive secure adoption and measurable business impact.

You will lead cross-functional governance, health reviews, and executive reporting, mentoring colleagues and shaping technical strategy across a global, matrixed organization.