Customer Success Manager

About CyberSheath

CyberSheath Services International LLC is a rapidly growing, 2x private equity-backed Managed Services Provider primarily focused on providing CMMC Compliance and Cybersecurity services to the Defense Industrial Base (DIB). The company integrates compliance and threat mitigation efforts, eliminating redundant security practices that may weaken an organization's security posture. CyberSheath professionals advise clients where to stop spending, where to invest, and how to integrate existing security measures to deliver improved outcomes.

Due to rapid growth, CyberSheath is expanding its team and seeking a Customer Success Manager to join its mission-driven organization.

About the Role

This is a high-ownership, customer-facing position for a strategic thinker who can own outcomes—not just tasks—and serve as the single point of accountability for customer success. You will act as a general manager of your accounts, driving results through internal execution and disciplined thinking rather than reactive problem-solving.

CSMs at CyberSheath are responsible for the complete customer experience. Customers don't need to understand the org chart because their CSM handles everything. This role requires structured thinking, relentless execution focus, and true customer ownership—not just email management and meeting attendance.

The ideal candidate possesses strong business acumen, understands the intersection between compliance, cybersecurity, and IT infrastructure, and is laser-focused on retention, execution, and upsell opportunity identification.

Key Responsibilities

• Customer Ownership – Act as the single point of accountability for a portfolio of managed service customers. Own the relationship, retention, and the complete customer experience.
• Execution Coordination – Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and technical projects. Ensure technicians and internal teams stay on schedule and on budget. Think of yourself as a conductor orchestrating teams, not a technical subject matter expert.
• Project & Process Management – Develop timelines, coordinate resources, track milestones, and ensure delivery of compliance and security initiatives. Maintain structured documentation and communication with stakeholders.
• Risk Escalation with Solutions – Identify risks proactively and escalate with proposed solutions, not just problems. Drive resolution through internal coordination.
• Relationship Building – Develop deep relationships with customer executives and stakeholders. Understand their business priorities and align CyberSheath services accordingly.
• Retention & Growth – Monitor customer health metrics, identify upsell opportunities, and drive contract renewal and expansion revenue.

About You

Successful candidates are self-motivated, independent problem-solvers with a bias toward action. You are a confident 'doer' who 'gets the job done' and believes in doing the right thing, even when no one is watching. You are a self-starter willing to wear multiple hats in a fast-growing environment. You thrive on ownership and want to be part of an upward trajectory organization.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.