Customer Success Manager

CyberSheath Services International LLC is a rapidly growing Managed Services Provider focused on CMMC Compliance and Cybersecurity services. They are seeking a Customer Success Manager who will be the single point of accountability for customer success, managing onboarding, compliance projects, and fostering long-term customer satisfaction.

Responsibilities:

• Act as the single point of accountability for a portfolio of managed service customers
• Own the relationship, retention, and the customer’s experience
• 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
• Use existing playbooks to manage project workflows, but also refine and scale them as you identify improvements
• Identify issues early, propose mitigation paths, and escalate with clarity—not chaos
• Create meaningful relationships across customer orgs (technical, operational, and executive) to ensure depth and stability in the account
• Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks
• Use internal dashboards and available data (ticket queues, backlog, VIP activity, escalations) to guide your priorities
• Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals
• Hold internal teams accountable to deadlines and standards

Requirements:

• Strong business acumen
• Understanding of the intersection between compliance, cybersecurity, and IT
• Relentless focus on execution, retention, and upsell opportunity identification
• Structured thinking
• Disciplined work habits
• True customer ownership
• Act as the single point of accountability for a portfolio of managed service customers
• Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects
• Use existing playbooks to manage project workflows and refine them as you identify improvements
• Identify issues early, propose mitigation paths, and escalate with clarity
• Create meaningful relationships across customer orgs (technical, operational, and executive)
• Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks
• Use internal dashboards and available data to guide your priorities
• Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals
• Hold internal teams accountable to deadlines and standards
• Execution-Driven
• Organized & Disciplined
• Customer-Focused
• Accountable
• Proactive Communicator
• Process-Oriented but Flexible
• 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