Customer Success Management

A single, accountable partner for your cyber outcomes

Cybersecurity doesn’t stop at deployment. It requires continuous alignment to your business priorities, evolving risks, and changing threat landscape.

Kroll’s Customer Success Management (CSM) team provides a single accountable owner across your MDR and Retainer services, bringing them together into one coordinated, outcome-driven strategy.

We move beyond reactive support to a structured, forward-looking model, ensuring your investment in cybersecurity delivers measurable value, reduced risk, and long-term resilience.

Key Benefits

Single Point of Accountability

Your Customer Success Manager owns your MDR and Retainer experience end-to-end, coordinating delivery and aligning Retainer services to your priorities. This ensures the right Kroll capabilities are brought in at the right time to drive measurable outcomes.

Outcome-Driven Approach

We don’t just deliver services, we define and execute a clear Customer Success Plan aligned to your business priorities, risk posture, and desired outcomes. Retainer is used as a strategic mechanism to activate the right services against that plan.

Customer Advocate within Kroll

We can advocate your needs to any area of the business such as the SOC, threat intelligence, incident response, product development and more.

Trusted Advisor

We’ll be your trusted security advisor and first point of contact for service enhancements, live ticket escalations, ‘how-to’ queries, and bespoke report or use-case creation.

Evolving With Your Needs

Your environment and risks don’t stand still, and neither do we. Your CSM continuously aligns your services to changing priorities, ensuring the right expertise and capabilities are introduced at the right time to support your organization’s growth and risk landscape.

Continuous Value Realization

Through structured engagement and proactive planning, we ensure your MDR and Retainer services are continuously aligned to your evolving risks, driving measurable improvements in security maturity and return on investment.

Why It Matters

Customer Success is not just a support function, it is a core driver of growth and cyber resilience.
By aligning your services to a single, accountable owner and a structured engagement model, Kroll ensures you are not just protected, but continuously improving, adapting, and extracting maximum value from your cybersecurity investment.

How We Work

From Reactive to Proactive

Traditional CSM models follow a familiar pattern - from request to scoping to delivery. We see things differently.

Kroll CSM Model

Customer Success Management

This ensures:

Earlier identification of risk and opportunity
Planned utilization of services
Stronger renewal and expansion positioning

Why Kroll ?

Strategic Advisory

A trusted advisor who translates complex cyber risk into clear, actionable business decisions.

At each stage, your CSM ensures:

Clear objectives and success measures
Alignment to business and risk priorities
Continuous optimization of your security posture

Coordinated Delivery

Alignment across MDR, Incident Response, Threat Intelligence, and Retainer services, delivered as one experience.

Risk Management

Early identification of gaps, risks, and optimization opportunities, not just reactive response. We offer proactive risk assessments and service health reviews, as well as strategic planning and roadmap alignment.

Executive Engagement

Structured Monthly and Quarterly Reviews focused on:

Risk posture
Performance insights
Strategic recommendations

Commercial Alignment

Support for:

Renewal readiness
Expansion opportunities
Long-term partnership value

Structured Customer Lifecycle

We align every engagement to a structured lifecycle, ensuring value is delivered consistently from onboarding through to renewal and beyond.

Onboard → Adopt → Realise Value → Evolve → Renew

Service Levels

We offer flexible engagement models to match your needs:

Shared CSM
Proactive support across a pooled team – ideal for organisations seeking structured guidance and ongoing engagement

Named CSM
A dedicated strategic partner for your business, with a tailored engagement model aligned to complex environments and enterprise needs.

Features	Named CSM Support
Coordination across MDR and Retainer services
Continuous collaboration and service optimization, with regional support for issue escalation
Renewal readiness and value alignment support
Proactive risk posture and service health reviews
Proactive risk posture and service health reviews	Quarterly	Monthly
Service reviews – operational reporting, trend analysis and identification of product and service opportunities
	Quarterly	Monthly
Embedded, tailored partnership model
Tailored success plans aligned to business risks and priorities
Executive stakeholder engagement
Strategic roadmap alignment and planning
Customized reporting and strategic insights

360-Degree Visibility to See and Stop Hidden Threats

Whether your team is on the clock or not, we’re working in the background. We handle thousands of cyber incidents per year, and we bring that frontline expertise to accelerate your security maturity, virtually overnight, giving you the support of expert investigators and extensive visibility into your systems.

Talk to one of our experts and get a customized demo today.

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