Senior Customer Success Representative

About Us Integrity360 is a leading independent cybersecurity and PCI specialist operating across Europe, Africa, the Caribbean, and North America. The company has office locations in Ireland, the UK, Bulgaria, Italy, Sweden, Spain, Lithuania, Ukraine, Africa, the Caribbean, and Canada, supported by six Security Operations Centres (SOCs) located in Dublin, Sofia, Madrid, Stockholm, Rome, and Cape Town. With over 780 employees, including more than 585 dedicated cybersecurity professionals, Integrity360 delivers a full suite of professional, support, and managed security services. These span the complete cyber risk lifecycle, from identification and prevention to detection, response, and recovery. Integrity360 supports over 3000 mid-market and enterprise organisations across sectors including financial services, insurance, government, healthcare, retail, telecommunications, and utilities. At Integrity360, people come first. We invest heavily in learning, development and progression, fostering a dynamic culture where innovation, collaboration and continuous growth are at the heart of what we do. If you're ready to take your cyber security career to the next level, we’d love to hear from you. Role Description The Customer Success Representative (CSR) plays a critical role at the intersection of client communication, technical service understanding, and cybersecurity operations. This is not a generalist customer service role — we are looking for individuals with a solid understanding of Information Technology and Cybersecurity principles who can engage confidently with clients. You will be the primary liaison for a portfolio of managed detection and response (MDR) and other clients. In this role, you will relay insights on threat activity, service performance, and operational improvements, and act as the coordination point for case-related queries. This role offers a unique opportunity for individuals with a strong IT background who want to deepen their cybersecurity knowledge and grow into more technical roles over time. Responsibilities: Serve as the primary point of contact for MDR (and other) clients, managing both the relationship and day-to-day service interactions. Compile and present monthly service and incident reports, supporting metrics with contextual insight. Understand and explain alerts, patterns, or anomalies raised by the MDR service. For complex technical issues, you will work with internal cybersecurity specialists. Facilitate service reviews and improvement discussions. Coordinate cross-functional communication between the client and our internal teams. Log, track, and follow up on technical and service tasks to ensure closure and satisfaction. Occasionally attend on-site meetings and build relationships with technical and leadership stakeholders What we are looking for: You are an articulate, detail-oriented professional who can: Understand core cybersecurity and IT concepts and articulate them clearly. Translate technical analysis into clear, business-relevant language. Work with cybersecurity stakeholders, not just end-users. Take ownership of incident response coordination, reporting, and continuous service improvement efforts. You may be a great fit if: You understand what SIEM alerts look like or can describe endpoint detection in simple terms. You have a natural ability to absorb new cybersecurity concepts. You care deeply about task completeness, following through, and owning a client's trust. You are curious, analytical, and want to build on a career in cybersecurity. You enjoy working between teams, across client environments, and translating technical complexity into actionable clarity. Qualifications Relevant IT certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco) strongly preferred. Exposure to or interest in cybersecurity standards and frameworks (e.g., ISO 27001, NIST, CIS). Tertiary education in Information Technology or related field advantageous. Requirements: 5+ years of professional IT experience. Experience communicating with technical and business stakeholders, especially in risk, operations, or information security contexts. Proven ability to prioritize, escalate, and follow through on technical and service issues. Experience working in fast-paced, client-facing roles with tight turnaround expectations. #L1-GB1