Customer Success Manager

The role

The Customer Success Manager acts as the single point of accountability for a portfolio of managed service customers. You will manage onboarding, technical projects, and internal team execution to ensure customer retention and satisfaction.

What you will do

• Act as the single point of accountability for a portfolio of managed service customers.
• Manage the execution of onboarding, corrective action plans, technology rollouts, and environment builds.
• Manage project workflows and refine playbooks.
• Identify issues early and propose mitigation paths.
• Create relationships across customer technical, operational, and executive teams.
• Conduct structured quarterly business reviews and track KPIs.
• Use internal dashboards and data to guide priorities.
• Monitor health indicators to identify upsell opportunities and ensure contract renewals.
• Hold internal teams accountable to deadlines and standards.

Required qualifications

• Strong business acumen
• Understanding of the intersection between compliance, cybersecurity, and IT
• Structured thinking
• Disciplined work habits

Nice to have

• 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

About the company

CyberSheath Services International LLC is a rapidly growing Managed Services Provider focused on providing CMMC Compliance and Cybersecurity services to the Defense Industrial Base (DIB). It is a 2x private equity-backed cybersecurity company.