[Hiring] Customer Success Manager @CyberSheath

Role Description

CyberSheath, a fast-growing, 2x private equity-backed cybersecurity company, is seeking a Customer Success Manager (CSM) who can own outcomes—not tasks—and serve as the single point of accountability for their customers’ success. This is a high-ownership, customer-facing role for someone who can think like a general manager of their accounts and drive results through internal execution, not by passing problems down the line.

• CSMs at CyberSheath are the single point of accountability—customers don’t need to understand our org chart because their CSM handles everything.
• This includes onboarding, managing the execution of compliance and technical projects, coordinating internal teams, escalating risks with solutions, and creating long-term customer satisfaction.
• The ideal candidate has strong business acumen, an understanding of the intersection between compliance, cybersecurity, and IT, and a relentless focus on execution, retention, and upsell opportunity identification.
• This role requires structured thinking, disciplined work habits, and true customer ownership.

Key Responsibilities

• Customer Ownership: Act as the single point of accountability for a portfolio of managed service customers. Own the relationship, retention, and the customer’s experience.
• Execution Coordination: Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects—ensuring technicians and internal teams stay on task, on time.
• Project & Process Management: Use existing playbooks to manage project workflows, but also refine and scale them as you identify improvements.
• Escalation with Accountability: Identify issues early, propose mitigation paths, and escalate with clarity—not chaos. You are accountable for resolution, not just escalation.
• Strategic Relationship Building: Create meaningful relationships across customer orgs (technical, operational, and executive) to ensure depth and stability in the account.
• Business Reviews & Customer Communication: Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks.
• Instrumentation & Organization: Use internal dashboards and available data (ticket queues, backlog, VIP activity, escalations) to guide your priorities.
• Retention & Upsell Support: Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals.
• Internal Team Leadership: Hold internal teams accountable to deadlines and standards.

What Success Looks Like

• Customers are never confused about who to contact—they rely on you, and you know who to loop in.
• Projects are completed on time, with zero surprises.
• Internal teams are responsive and accountable because you hold them to it.
• You surface issues before they become churn risks.
• Your accounts renew, expand, and consistently deliver positive feedback.
• You run your day with data, not noise.
• You are a trusted, strategic advisor to your customer—not just a project manager.

Who You Are

• Execution-Driven: You don’t pass problems along; you fix them.
• Organized & Disciplined: You structure your day, know your metrics, and guide internal teams with clarity.
• Customer-Focused: You know how to speak to business leaders and ensure our services drive real customer value.
• Accountable: You take full ownership of customer outcomes and internal execution, even when it’s messy.
• Proactive Communicator: You don’t wait for things to break—you see risk coming and address it early.
• Process-Oriented but Flexible: You follow the playbook, but you’re always looking for ways to improve and scale it.

Why This Role?

• Own your customer relationships, top to bottom—with the authority to make things happen.
• Work at the heart of compliance, cybersecurity, and managed IT for mission-critical clients in the defense industrial base.
• Join a team that values ownership, urgency, and accountability.
• Get access to a complete set of tools and data—you just need to take initiative and act.
• Work remotely in a high-performance culture with a team that shares your standards.
• Be measured on the things that matter: execution, retention, and customer impact.

Preferred Qualifications

• A minimum of 5 years of experience as a CSM in a tech-focused environment (MSP-preferred).
• Deep knowledge and understanding of IT systems and platforms.
• Experience providing end-user technical support.
• Certifications: A+, Security+, Network+, AZ-900, CISM, CCNA.

Work Environment

• A virtual work environment.

Budgeted Pay Range

$100,000 - $115,000 USD