Customer Success Manager
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.
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
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.
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.
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