[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.

• Act as the single point of accountability for a portfolio of managed service customers.
• Own the relationship, retention, and the customer’s experience.
• Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects.
• Use existing playbooks to manage project workflows and refine them as you identify improvements.
• Identify issues early, propose mitigation paths, and escalate with clarity—not chaos.
• Create meaningful relationships across customer orgs (technical, operational, and executive).
• Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks.
• Use internal dashboards and available data to guide your priorities.
• Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals.
• Hold internal teams accountable to deadlines and standards.

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.

Requirements

• 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.

Benefits

• 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.

Company Description

CyberSheath Services International LLC is a rapidly growing Managed Services Provider primarily focused on providing CMMC Compliance and Cybersecurity services to the Defense Industrial Base (DIB).