IntermediateTECHNICAL
Which core technical metrics and telemetry (e.g., MTTR, detection coverage, false positive rate, MTTD) do you monitor to evaluate a customer's security posture post-deployment, and how do you translate those metrics into business value for the customer?
Customer Success Manager – Cybersecurity
General

Sample Answer

In my last role I tracked MTTD and MTTR, detection coverage, false positive rate, and alert-to-incident conversion. For a 2,500-user customer we reduced MTTD from 18 hours to under 3 hours and MTTR from 48 hours to 12 hours in six months by tuning rules and adding automated playbooks. Detection coverage rose from 62% to 88% after deploying endpoint telemetry and network flow correlation, while false positives dropped from 25% to 6% by implementing enrichment and suppression. I translate these into business value by mapping time-to-contain improvements to potential breach cost reductions (we estimated a $400k reduction in annualized risk exposure) and by showing SOC efficiency gains—one SOC analyst could handle 40% more incidents, saving roughly $120k in operational spend.

Keywords

Monitor MTTD, MTTR, detection coverage, false positive rate, and alert conversionTie metric improvements to dollar savings and SOC efficiencyUse concrete before/after numbers to show impact