Client Success Manager à United States

Director/VP of Customer Success and Cyber Operations (Deliver)

UK/NL

At NCC Group, our mission is to deliver full-circle cyber security services with customer success at the core of everything we do. In addition, as a part of our strategic direction, Managed Services play a pivotal role in driving future growth. We focus on delivering scalable, cutting-edge, annuity-based offerings; from vulnerability scanning to world-class threat management services (including MDR, XDR, EDR, and NDR).

Our teams work closely with clients across diverse industries, helping to secure innovative products and emerging technologies while solving complex cyber security challenges. As global leaders in cyber security, we are constantly seeking exceptional talent to help us shape the future of digital protection.

In response to growing client demand and as part of our continued evolution, we are looking for a commercially driven and operationally excellent VP of Customer Success and Cyber Operations. This role will place customer success at the heart of delivering our end-to-end cyber capabilities building a single customer success approach across all cyber delivery functions including Technical Assurance Services (TAS), Global Managed Services (GMS), Digital Forensics and Incident Response (DFIR) and Consulting and Implementation (C&I). In addition, the role will include oversight of leading the seamless delivery of our annuity based cyber operations in alignment with client commitments.

This role is responsible for ensuring the ongoing success, satisfaction, and operational performance of our customers across services such as SOC, XDR, ASM, Bug Bounty, and more. The role willnotbe responsible for the build or implementation of services, which is managed by a separate function.

In addition to operational leadership, the role carriescommercial accountabilityfor improving gross margin, driving customer expansion, and transforming the unit to increase revenue per head and reduce cost through automation and efficiency.

Customer Success is a pivotal function within NCC. Ensuring that our service levels are maintained at the highest standard by supporting our clients proactively and dealing with customer escalations and issues in a timely manner. Customer Success is the glue that brings together the breadth of services that NCC has to offer and ensure that our clients receive world class service levels.

Key Responsibilities

Customer Success

• Own the customer experience post-deployment, including service health, performance, and value realisation.
• Develop and manage frameworks for customer escalations and continuous improvement in Net Promoter Score (NPS).
• Provide strategic oversight of aglobal team of Project and Programme Managersresponsible for delivering NCC Group-wide services.
• Ensure alignment of project delivery with business objectives, customer expectations, and operational readiness.
• Collaborate and oversee with the Managed Services leadership team to define and align on the client engagement process for both Service Delivery Managers and Technical Account Managers, driven by client needs and market insights.
• Champion consistent project governance, reporting, and risk management practices across all regions.

Service Operations

• Provide oversight for the in-life delivery and performance of all managed cyber services globally.
• Ensure operational excellence across new and existing services such as SOC, XDR, ASM and Bug Bounty.
• Develop additional capability in line with strategy and client demand.

Operational & Team Leadership

• Lead globally distributed teams responsible for in-life service operations and customer success.
• Build and nurture a high-performing, collaborative culture across time zones and functions.
• Drive operational efficiency through AI, automation, and process optimization.
• Ensure team structures, capabilities, and capacity are aligned to current and future service demands.

Commercial & Strategic Growth

• Own and manage the cost base for the functions, with a focus on improvinggross marginandrevenue-per-headmetrics.
• Identify and support customer expansion opportunities in collaboration with Sales and Product teams.
• Lead transformation initiatives to enhance client experience, scale operations, create efficiencies and enhance service value.
• Use data and insights to inform strategic decisions and drive continuous improvement.

Key KPI’s to include:

• Net Promoter Score, Renewal %.
• Onboarding Time.
• Mean time to Detection (MTTD), Mean time to Respond (MTTR), Queue backlog time.
• Customer Healthcare Monitoring, Upsell/Cross sell impact.

What we are looking for in you

• Significant demonstrable leadership experiencein cybersecurity services, customer success, or operations, with a strong focus on managed service environments.
• Proven global leadership experience, managing diverse, cross-functional teams across multiple geographies and time zones.
• Demonstrated success inleading large-scale, in-life service operationsfor complex cybersecurity offerings such as SOC, XDR, ASM, and Bug Bounty.
• Experience overseeingglobal project and programme delivery functions, with a strong grasp of governance, stakeholder management, and delivery assurance.
• Deep understanding ofcustomer success frameworks, including NPS, CSAT, and escalation management.
• Strong commercial acumen with a track record ofimproving gross margin, increasing revenue per head, and driving customer expansion.
• Expertise inproject and program management methodologies(e.g., Agile, PRINCE2, PMP), with the ability to align delivery with strategic business goals.
• Proven ability todrive organizational change, lead transformation initiatives, and embed a culture of continuous improvement and innovation.
• Exceptionalleadership and people management skills, including coaching, performance management, and team development.
• Excellent communication, stakeholder engagement, and executive reporting capabilities.
• Business transformation (e.g. labour arbitrage, Shift left, AI adoption)

Preferred Skills:

• Familiarity with AI-driven automation in cybersecurity or service delivery.
• PMP, ITIL, or similar certifications.
• Experience in high-growth, fast-paced technology environments.

Ways of working

Focusing on Clients and Customers.

Working as One NCC.

Always Learning.

Being Inclusive and Respectful.

Delivering Brilliantly.

Looking Externally

Our company

What is it like to work here? What is the team like (eg their expertise, skills, projects)? What is the hiring manager like (a bit about your role and interests at work)?

At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.

Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.

Come join us?

What do we offer in return?

We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:

Flexible working

? Financial & Investment

Pension

Life Assurance

Share Save Scheme

Maternity & Paternity leave

??Community & Volunteering Programmes

Green Car Scheme

? Cycle Scheme

????? Employee Referral Program

?? Lifestyle & Wellness

? Learning & Development

??? Diversity & Inclusion

So, what’s next?

If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to global.ta@nccgroup.com .

About your application

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf (nccgroupplc.com)). We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.