Customer Success Manager

Company Overview

CyberSheath Services International LLC is a rapidly expanding Managed Services Provider dedicated to delivering CMMC Compliance and Cybersecurity solutions primarily to the Defense Industrial Base (DIB). Our team integrates compliance and threat mitigation to eliminate ineffective security measures, advising clients on optimizing spending and enhancing their security posture efficiently.

Role Overview

We are seeking an experienced Customer Success Manager (CSM) to take full accountability for customer outcomes. This pivotal role acts as the main contact for customers, overseeing all aspects from onboarding to long-term satisfaction while coordinating internal teams to execute compliance and technical projects. The ideal candidate combines business insight with cybersecurity and IT knowledge, using structured thinking and disciplined execution to drive customer retention and identify growth opportunities.

Key Responsibilities

• Serve as the sole accountable contact for a portfolio of managed service customers, fostering strong relationships and ensuring high retention and positive customer experience.
• Coordinate execution of onboarding, corrective actions, technology deployments, and environment setups, ensuring internal teams meet deadlines and quality standards.
• Manage projects and processes using established playbooks, continuously refining workflows for scalability and efficiency.
• Proactively identify issues, propose mitigation strategies, and escalate challenges clearly, taking accountability for their resolution.
• Build strategic connections across different customer organizational levels including technical, operational, and executive stakeholders to maintain account stability.
• Conduct structured quarterly business reviews, monitor key performance indicators, and communicate outcomes, progress, and risks transparently.
• Leverage internal dashboards and data to prioritize tasks effectively, intervening early when metrics indicate potential issues.
• Monitor account health, drive contract renewals, and pursue upsell opportunities to increase account value.
• Lead internal teams by holding them accountable to timelines and service standards, fostering a culture of empowerment and excellence.

Success Criteria

• Customers have clear contact points and trust their CSM as their primary resource.
• Projects consistently complete on schedule without unexpected issues.
• Internal teams respond promptly and uphold responsibility due to CSM leadership.
• Potential risks are detected early and mitigated before becoming customer churn factors.
• Accounts achieve renewals, expansions, and regularly provide positive feedback.
• Day-to-day management driven by data insights rather than distractions.
• The CSM becomes a trusted strategic advisor rather than simply a project facilitator.

Desired Candidate Profile

• Highly execution-oriented, focused on resolving issues rather than delegating them.
• Organized and disciplined with the ability to manage daily tasks and measure performance clearly.
• Customer-centric communication skills, able to engage business leaders and align services with customer value.
• Strong sense of ownership, accountable for both customer results and internal deliverables even in complex situations.
• Proactive in recognizing and addressing potential risks before they escalate.
• Process-driven yet adaptable, following established procedures while innovating enhancements.

Role Benefits

• Full ownership and authority over customer relationships and outcomes.
• Opportunity to work at the intersection of compliance, cybersecurity, and managed IT with vital defense sector clients.
• Join a dynamic team that prioritizes ownership, urgency, and accountability.
• Access to comprehensive tools and data to empower decision-making and action.
• Enjoy a fully remote, high-performance work culture aligned with professional standards.
• Performance is measured by meaningful metrics: execution quality, customer retention, and impact.

Preferred Qualifications

• At least five years of Customer Success Management experience in technology-driven environments, preferably within Managed Service Providers (MSPs).
• In-depth understanding of IT systems and platforms.
• Experience delivering end-user technical support.
• Relevant certifications such as A+, Security+, Network+, AZ-900, CISM, or CCNA.

Work Environment

This role operates fully remotely within a virtual workspace.

Equal Opportunity Statement

CyberSheath is committed to creating a diverse workforce and is an Equal Opportunity Employer. All qualified applicants will be considered regardless of race, color, religion, sex, gender identity, national origin, age, veteran status, disability, or any other protected characteristic.

Compensation

The salary range for this position is $100,000 to $115,000 annually.