About the RoleCyberSheath, 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.
- 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 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
