Customer Success Manager

Job Description

Job 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). We are excited to be expanding our staff due to our growth and are looking to add a Customer Success Manager to our team!

CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don't improve and, in fact, may weaken an organization's security posture. Our professionals advise clients where to stop spending, where to invest, and how to take what they are already doing and integrate it in a way that delivers improved security.

Successful candidates for CyberSheath are self-motivated, think out of the box, work, and solve issues independently. Confident, 'doers' who 'get the job done' and strive to 'do the right thing, even when no-one is looking' are the types of candidates who strive in our culture. Additionally, our most successful team members are self-starters and willing to put on many hats to succeed. CyberSheath is fast-growing and seeks candidates who want to be part of our upward trajectory.

About the Role

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. You will not succeed in this role by reacting to emails and attending meetings all day. 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, and a CSM is not a technical subject matter expert, more like a conductor of the orchestra than an instrument player.
• 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
• 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. If it's off track, you're already on it.
• 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. Everyone at CyberSheath is empowered to do what's required to deliver great service—you included.

What Success Looks Like

Who You Are

Why This Role?

Preferred Qualifications

Work Environment

A virtual work environment

CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.

Budgeted Pay Range

$100,000—$130,000 USD