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 will not be responsible for the build or implementation of services, which is managed by a separate function.
In addition to operational leadership, the role carries commercial accountability for 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
1. Own the customer experience post-deployment, including service health, performance, and value realisation.
2. Develop and manage frameworks for customer escalations and continuous improvement in Net Promoter Score (NPS).
3. Provide strategic oversight of a global team of Project and Programme Managers responsible for delivering NCC Group-wide services.
4. Ensure alignment of project delivery with business objectives, customer expectations, and operational readiness.
5. 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.
6. Champion consistent project governance, reporting, and risk management practices across all regions.
Service Operations
7. Provide oversight for the in-life delivery and performance of all managed cyber services globally.
8. Ensure operational excellence across new and existing services such as SOC, XDR, ASM and Bug Bounty.
9. Develop additional capability in line with strategy and client demand.
Operational & Team Leadership
10. Lead globally distributed teams responsible for in-life service operations and customer success.
11. Build and nurture a high-performing, collaborative culture across time zones and functions.
12. Drive operational efficiency through AI, automation, and process optimization.
13. Ensure team structures, capabilities, and capacity are aligned to current and future service demands.
Commercial & Strategic Growth
14. Own and manage the cost base for the functions, with a focus on improving gross margin and revenue-per-head metrics.
15. Identify and support customer expansion opportunities in collaboration with Sales and Product teams.
16. Lead transformation initiatives to enhance client experience, scale operations, create efficiencies and enhance service value.
17. Use data and insights to inform strategic decisions and drive continuous improvement.
Key KPI’s to include:
18. Net Promoter Score, Renewal %.
19. Onboarding Time.
20. Mean time to Detection (MTTD), Mean time to Respond (MTTR), Queue backlog time.
21. Customer Healthcare Monitoring, Upsell/Cross sell impact.
What we are looking for in you
22. Significant demonstrable leadership experience in cybersecurity services, customer success, or operations, with a strong focus on managed service environments.
23. Proven global leadership experience, managing diverse, cross-functional teams across multiple geographies and time zones.
24. Demonstrated success in leading large-scale, in-life service operations for complex cybersecurity offerings such as SOC, XDR, ASM, and Bug Bounty.
25. Experience overseeing global project and programme delivery functions, with a strong grasp of governance, stakeholder management, and delivery assurance.
26. Deep understanding of customer success frameworks, including NPS, CSAT, and escalation management.
27. Strong commercial acumen with a track record of improving gross margin, increasing revenue per head, and driving customer expansion.
28. Expertise in project and program management methodologies (e.g., Agile, PRINCE2, PMP), with the ability to align delivery with strategic business goals.
29. Proven ability to drive organizational change, lead transformation initiatives, and embed a culture of continuous improvement and innovation.
30. Exceptional leadership and people management skills, including coaching, performance management, and team development.
31. Excellent communication, stakeholder engagement, and executive reporting capabilities.
32. Business transformation (e.g. labour arbitrage, Shift left, AI adoption)
Preferred Skills:
33. Familiarity with AI-driven automation in cybersecurity or service delivery.
34. PMP, ITIL, or similar certifications.
35. 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
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.
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?