Full-Time Customer Success Manager - Microsoft Cybersecurity MSP

• Service operations & SLAs: Lead pods operating Defender, Sentinel, Entra ID, Intune, Purview; enforce incident/problem/change, SLOs, and playbooks.
• Compliance operations: Embed CMMC L2/NIST 800‑171 controls in daily ops; maintain evidence completeness and audit‑ready reporting.
• Customer success: Health scoring, adoption plans, QBRs/EBRs, escalation management, renewal forecasting, and expansion plays.
• Licensing lifecycle (CSP Tier 1): Oversee Microsoft NCE (seats, Azure plan), provisioning, co‑term/renewals, price changes, promos, reconciliation, credit governance.
• Financial discipline: Guard P&L levers (utilization, backlog burn‑down, margin); ensure PSA hygiene and accurate, timely invoicing.
• Automation: Reduce toil via RMM policies/scripts, Azure Logic Apps/Power Automate, and API integrators (e.g., n8n, Rewst); track time saved and error reduction.
• Attach & expansion: Partner with CRO to attach enablement → managed services and upsell security add-ons and GCC High licensing.

• SLA attainment ≥ 90–95%; MTTR down QoQ.
• Renewal rate ≥ 95%; NRR ≥ 110–115% (target segments).
• Billing accuracy ≥ 99.5%; clean month‑end close (no re‑bills).
• Evidence completeness ≥ 99.5% for managed CMMC customers.
• X% of high‑volume tasks automated; measurable cost‑to‑serve reduction.

• 5–7+ years in MSP service delivery or enterprise operations for Microsoft estates.
• Hands‑on familiarity with Defender, Sentinel, Entra, Intune, Purview and ITIL practices.
• Understanding of MSP billing (PSA, Microsoft NCE) and automation platforms (RMM, API integrators such as n8n, Rewst; Logic Apps/Power Automate).
• Clear customer communication, QBR leadership, and escalation management.

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