Customer Success Manager

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 identi cation. 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 work ows, but also re ne 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. • BusinessReviews&CustomerCommunication- 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 • 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 Who You Are • Execution-Driven - You don t pass problems along; you x 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 Com...