Director of Customer Success
About the role
CyberSheath, a fast-growing, 2x private equity-backed cybersecurity company, is seeking a Director of Customer Success who can own outcomes—not tasks—and serve as the single point of accountability for the success of our Customer Success Managers and their customer base.
Key Responsibilities
Customer Ownership – Act as a conduit of success for the Customer Success team. Refine and continually improve customer relationships, retention, and their experience through meaningful process improvements.
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 and 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.
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.
Team Leadership – Lead, support, and hold team members accountable to deadlines and standards.
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 and team 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 10 years of experience leading a Customer Success/Service team in a tech-focused environment (MSP-preferred)
Deep knowledge and understanding of IT systems and platforms
Experience providing end-user technical support