Position summary:

As a Customer Success Manager for Cybersecurity Services at Gruve, you will own the end-to-end execution of professional services engagements and the customer lifecycle for managed security services. You will manage the delivery of technically complex cybersecurity projects including VAPT programs, SIEM deployments, and security platform implementations, while ensuring managed services customers are onboarded effectively, retained, and grown through disciplined account governance.

This role offers the opportunity to work at the core of a fastscaling cybersecurity practice serving clients across India, the Middle East, and ASEAN. You will be the first hire in this function and will help define the delivery and customer success playbook that the future team will run on. Your execution discipline will be crucial in protecting scope, meeting SLAs, and ensuring measurable client outcomes.

Key Responsibilities:

• Project Planning & Execution: Develop detailed project plans for professional services engagements including scope, timelines, resource allocation, and risk management. Execute projects according to plan, ensuring on-time, in-scope, and within-budget delivery across VAPT, SIEM, EDR, PAM, IAM, and SSE engagements
• Scope & Change Control: Enforce formal change control on every engagement. Any scope movement is documented through an approved change order before work proceeds. Protect engagement margins by holding scope under commercial pressure
• Managed Services Onboarding: Manage onboarding for MDR and managed security service customers from contract signature to steady state, coordinating across SOC, engineering, and client teams against a committed onboarding plan
• Customer Success & Retention: Conduct quarterly business reviews on every managed services account covering service performance against SLA, consumption against contracted entitlements, and expansion opportunities. Flag renewal risk at least 120 days before contract expiry
• Client Communication & Management: Serve as the primary operational point of contact for clients, maintaining regular communication, providing status updates, managing expectations, and handling difficult conversations including scope pushback and service escalations
• Quality Assurance: Ensure every deliverable passes internal QA review with complete supporting evidence before it reaches the client. Oversee deliverable quality standards across engagement types
• Risk & Issue Management: Proactively identify delivery risks and escalate within defined timelines with a documented recovery plan. Maintain RAID logs and status reporting cadences across all active engagements
• Resource Coordination: Coordinate delivery resources with practice and COE leads, forecast resource needs across concurrent engagements, and surface capacity constraints early
• Process Improvement: Document repeatable onboarding runbooks, delivery templates, and operating cadences. Build the mechanisms the future team will inherit

Basic Qualifications:

• Bachelor's or master’s degree in Computer Science, Information Technology, Engineering, Cybersecurity, or a related technical field
• 5 to 8 years of experience in project management or customer success within IT services, including at least 2 years in cybersecurity services (SOC or MDR operations, VAPT delivery, or security platform deployment)
• Proven track record of delivering multi-workstream projects with formal change control, including at least one engagement where scope was held under client pressure
• Working fluency in security services delivery: SLAs, alert triage workflows, onboarding runbooks, and vulnerability management cycles
• Strong client-facing communication skills, including experience with escalations, scope negotiations, and renewal support conversations
• Structured operating habits: trackers, RAID logs, status cadences, and written escalation discipline
• Ability to manage multiple concurrent engagements across professional services and managed services
• Experience with project management tools (e.g., Jira, MS Project, ClickUp, or equivalent)

Preferred Qualifications:

• Experience in a managed security services provider (MSSP) or cybersecurity consulting environment
• Exposure to Middle East or ASEAN client delivery, including regulated industries
• Familiarity with SIEM platforms (QRadar, FortiSIEM, Google SecOps, or equivalent) from a delivery coordination standpoint
• Certifications (preferred, not required): Project Management Professional (PMP), PRINCE2 Practitioner, ITIL Foundation, Certified Scrum Master (CSM)