Customer Service Representative jobs in Canada

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Kroll’s Cyber Risk team works on over 3,000 cases a year, including some of the most complex and highest profile matters in the world. With experts based around the world, supported by ground-breaking technology, we help protect our client’s data, people, operations and reputation with innovative assessments, investigations, and intelligence. We are the only company in the world with the expertise and resources to deliver global, end-to-end cyber risk management, supporting organizations through every step of their journey toward cyber resilience.

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Clients rely on us to help them get the most value from their MDR service, ensuring they are informed, supported, and positioned to achieve their security outcomes. As a Customer Success Manager, you will be the primary advocate for a portfolio of customers, guiding them through the full-service lifecycle from onboarding and adoption to renewal and expansion. You will combine strong relationship management with a solid understanding of our services to proactively drive customer satisfaction, retention, and growth.

• Manage and grow relationships with a portfolio of standard MDR customers, ensuring they achieve maximum value from their service and are positioned for renewal and potential expansion.
• Act as the primary point of contact for customers, managing the end-to-end journey including supporting their onboarding journey, adoption, ongoing engagement, and renewal.
• Plan and lead Quarterly Business Reviews, sharing performance insights, best practices, and recommendations for optimising the MDR service.
• Participate in and contribute to regular review meetings, ensuring alignment on service performance, upcoming initiatives, and customer priorities.
• Monitor platform usage and licensing to ensure alignment with contracted terms and to identify opportunities for optimisation or expansion.
• Oversee customer case activity to ensure timely resolution, escalating internally when needed, and keeping customers informed on progress.
• Coordinate with engineering, operations, and other internal teams to resolve escalated issues quickly, communicating effectively with stakeholders throughout.
• Maintain accurate and detailed records of customer interactions, action items, and service outcomes in CRM and case management systems.
• Develop and maintain customer-facing documentation and resources that support service adoption and effective use.
• Contribute to internal process documentation and improvement initiatives, ensuring procedures support a consistent and high-quality customer experience.
• Deliver proactive communications to customers on relevant threat intelligence, product enhancements, best practices, and industry developments.
• Advocate for customers internally, ensuring their needs and feedback influence product development and service improvements.
• Support the introduction and adoption of new services or solutions that align with customer needs and business objectives.

• Proven experience in customer-facing account management or customer success roles, ideally within cybersecurity or managed services.
• Strong communication and presentation skills, with the ability to engage technical and non-technical audiences.
• Ability to manage multiple customer accounts, prioritising effectively in a fast-paced environment.
• Experience driving customer satisfaction and retention through proactive engagement.
• Understanding of key concepts in cybersecurity, threat detection, and managed security services.

• Familiarity with ITIL service management principles.
• Experience presenting to senior stakeholders and technical teams.
• Exposure to security technologies such as EDR, SIEM and network monitoring.
• Ability to interpret data to inform account strategy and demonstrate value.

To be considered for a position, you must formally apply via careers.kroll.com

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