Msp/mssp Service Delivery / Customer Success Manager - Microsoft Focused Cybersecurity MSP

MSP/MSSP Service Delivery / Customer Success Manager - Microsoft Focused Cybersecurity MSP

At Agile IT, we help government and security-conscious organizations embrace the Microsoft Cloud with confidence. We're seeking a MSP/MSSP Service Delivery / Customer Success Manager to drive our mission of secure, compliant cloud adoption and exceptional customer experience. In this role, you will oversee our managed services delivery and customer success programs across cybersecurity operations and recurring Microsoft licensing (Tier-1 CSP). Your leadership will ensure clients in Azure Government and GCC High environments achieve CMMC Level 2 compliance and get full value from our services, all while feeling supported and delighted. This is a high-impact position for a proactive, tech-savvy people-person who can balance strategic thinking with day-to-day service excellence – and infuse a bit of automation magic and personality along the way.

Key Responsibilities

• Drive Customer Success & Compliance: Ensure all managed services (AgileDefend security operations and AgileThrive compliance services) meet or exceed service levels. Maintain rigorous documentation and evidence for compliance audits, keeping customer environments audit-ready and secure.
• Lead Service Delivery Teams: Guide and mentor technical "pod" teams across Microsoft security and compliance technologies (Defender, Sentinel, Entra ID, Intune, Purview, etc.) to hit SLA targets. Coordinate workloads, optimize processes, and enforce best practices (ITIL standards, ticket hygiene, etc.) that protect quality and margins.
• Oversee Security Operations (SOC): Own the playbooks for our Security Operations Center – from tuning alerts to refining incident response runbooks – to reduce noise and improve mean time to respond. You'll partner with engineers to ensure threat monitoring is effective and aligned with CMMC Level 2 controls, adjusting tactics as new cyber threats emerge.
• Customer Health & Escalations: Monitor customer health scores and success plans, and lead regular QBRs/EBRs (Quarterly/Executive Business Reviews) to report on outcomes and roadmap next steps. Proactively manage and resolve escalations or critical issues, turning challenges into opportunities to strengthen the client relationship.
• Automation & Efficiency: Champion automation and process improvements that enhance service delivery. Leverage tools like RMM platforms, PowerShell/Logic Apps workflows, or low-code automation (n8n, Microsoft Power Automate) to streamline routine tasks, eliminate pain points, and quantify time/cost savings for both the team and clients.
• Renewals & Growth: Drive high renewal rates and account growth by ensuring clients continuously see value. Coordinate closely with our Licensing team on Microsoft subscription renewals and expansions, and identify opportunities to attach additional services that solve customer needs. You are essentially the "farmers" of our business, nurturing lasting partnerships that result in upsells and strong net revenue retention.

Qualifications

• Experience: 5+ years in customer success, service delivery, or account management roles within an MSP or cloud services environment. Proven track record managing enterprise or government clients through IT projects or ongoing services.
• Domain Knowledge: Strong understanding of Microsoft Cloud technologies (Microsoft 365, Azure) and cybersecurity practices. Familiarity with Azure Government, GCC High cloud offerings and compliance frameworks like CMMC, NIST 800-171, or FedRAMP is highly preferred.
• Leadership & Communication: Demonstrated ability to lead technical teams and coordinate cross-functional efforts. Excellent communication skills with a customer-centric mindset – able to translate technical issues into business impact and keep clients informed in a friendly, professional manner.
• Process & Tools: Hands-on experience with service management or PSA tools (e.g., Autotask, ServiceNow) and remote monitoring/management (RMM) solutions. Comfortable analyzing operational metrics (SLAs, ticket volumes, margins) and implementing process improvements. ITIL certification or similar best-practice knowledge is a plus.
• Problem Solving: Adept at crisis management and resolution – you stay calm under pressure and can diplomatically handle escalations to achieve win-win outcomes. Strong organizational skills to juggle priorities across multiple accounts without dropping the ball.
• Education: Bachelor's degree in a related field (Business, Information Systems, etc.) is preferred, not required – we value proven skills and results. Relevant certifications (e.g., Microsoft 365 or Azure certifications, CSM/CSP certifications) are a bonus.

Tools You'll Use

AutoTask PSA, Intune RMM, PowerShell, Azure Logic Apps/Power Automate, n8n/Rewst, Microsoft Defender, Sentinel, Entra, Intune, Purview.

Compensation & benefits

• Competitive compensation
• Comprehensive benefits (medical, retirement, PTO, professional development)
• Mission-driven work that directly strengthens the national security supply chain