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

Own day‑to‑day managed services (security + compliance ops) and recurring licensing under Microsoft CSP Tier 1. You’ll deliver SLA excellence, drive adoption and renewals, maintain clean NCE/PSA/RMM operations, and expand accounts while reducing cost‑to‑serve through automation. You are the executive point for customer health, outcomes, and growth.

Responsibilities

• 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.

Success Metrics (6–12 months)

• 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.

Required Qualifications

• 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.

• Education: College degree preferred, not required.

Nice to Have

• Operations exposure to Azure Government / Microsoft GCC High.

• KQL and detection‑rule tuning in Sentinel; PowerShell proficiency.

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.