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Customer Success Manager, SOC Specialist 3

United States, Plano · Job Posted June 16, 2026
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Job Description

This job is responsible for formulating and implementing Customer Care Operations policies and setting performance standards. It involves creating strategies that integrate technology and tools to improve service quality. The role focuses on driving revenue and refining departmental processes. Experience with Sentinel 1 and Rapid 7 highly preferred.

Job Responsibility

  • Leads customer-facing calls that provide security related details to the customer's environment
  • Designing and executing process improvements, policies and performance standards
  • Providing routine reports and analysis of Key Performance Indicators and other operational metrics to inform strategic decisions
  • Evaluating and adopting innovative methods and techniques to enhance operational effectiveness in customer service
  • Offering leadership and expertise in all aspects of customer contact and operational analysis to drive customer service excellence
  • Coordinating with various teams to support the execution of strategic plans aimed at improving customer service outcomes
  • Leading cross-functional initiatives to streamline customer service processes and improve the customer experience
  • Conducting thorough assessments of customer service operations to identify areas for continuous improvement
  • Other duties and responsibilities as assigned

Requirements

  • Bachelor's Degree
  • 5-7 Years relevant work experience
  • Experience with Sentinel 1 and Rapid 7 highly preferred
  • Ability to communicate technical security concepts to both technical and executive audiences
  • Proven experience managing sensitive customer conversations with professionalism and confidence
  • Exceptional verbal communication and presentations skills in high visibility environments
  • Consistent exercise of independent judgment and discretion in matters of significance
  • Regular, consistent and punctual attendance
  • Must be able to work nights and weekends, variable schedule(s) as necessary

What we offer

  • Medical, prescription, vision, and dental insurance for eligible employees
  • 401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay
  • Paid time off including eight observed company holidays and flex time
  • Exclusive perks + discounts, including tuition assistance, commuter benefits and more

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