Director of Customer Success

About CyberSheath

CyberSheath Services International LLC is a rapidly growing Managed Services Provider specializing in CMMC Compliance and Cybersecurity services for the Defense Industrial Base (DIB). Backed by private equity and experiencing significant expansion, CyberSheath integrates compliance and threat mitigation efforts while eliminating redundant security practices that don't improve—and may actually weaken—an organization's security posture.

Our professionals advise clients where to stop spending, where to invest, and how to integrate existing practices to deliver improved security outcomes. We seek self-motivated, independent problem-solvers who think outside the box and are committed to doing the right thing even when no one is watching. Our most successful team members are self-starters willing to wear multiple hats and become part of our upward trajectory.

About the Role

We're seeking a Director of Customer Success who can own outcomes—not just tasks—and serve as the single point of accountability for Customer Success Manager performance and their customer base. This is a high-ownership, customer-facing role for a general manager mindset who drives results through internal execution and team optimization.

In this role, you will:

• Lead and mentor Customer Success Managers to deliver exceptional customer outcomes
• Own accountability for team performance and customer satisfaction metrics
• Drive operational excellence and process optimization across the customer success function
• Manage escalations and solve complex customer challenges with solutions-focused approaches
• Coordinate with internal teams to ensure seamless onboarding and project execution
• Create memorable customer journeys that foster long-term satisfaction and retention
• Think strategically about team structure, hiring, and capability development
• Identify and implement ways to improve customer journey and team efficiency

Why This Matters

At CyberSheath, CSMs are the single point of accountability for customer success. Customers don't need to understand our organizational structure—their CSM handles everything from onboarding to compliance and technical project execution to internal coordination and escalation management. As Director, you'll build and optimize a team delivering this high-touch, integrated service model.

This is ideal for someone with strong business acumen, proven leadership experience, and a track record of scaling customer success operations in fast-growing, PE-backed organizations.

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