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 dont improve and, in fact, may weaken an organizations 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 outcomesnot tasksand 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 accountabilitycustomers dont 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 identication. 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 customers
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 on 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 workows, but also rene and scale them as you identify improvements
Escalation with Accountability Identify issues early, propose mitigation paths, and escalate with claritynot 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 its off track, youre 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 whats required to deliver great serviceyou included.
What Success Looks Like
Customers are never confused about who to contactthey rely on you, and you
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 customernot just a project
Who You Are
Execution-Driven You dont 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 its messy.
Proactive Communicator You dont wait for things to breakyou see risk coming and address it early.
Process-Oriented but Flexible You follow the playbook, but youre always looking for ways to improve and scale it.
Why This Role?
Own your customer relationships, top to bottomwith 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 datayou 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.
Work Environment
A virtual work environment (East Coast Hours preferred)
Role reports to CyberSheath’s Founder/CEO.
CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.
Budgeted Pay Range
$100,000$130,000 USD