Director of Customer Success
C
CyberSheathCybersecurity
United States - RemoteFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- A minimum of 10 years of experience
- Required Skills
- LeadershipProject ManagementCybersecurityData AnalysisComplianceReportingProcess improvementCustomer Success
Requirements
- Strong business acumen
- Proven leadership skills
- Understanding of the intersection between compliance, cybersecurity, and IT
- Relentless focus on execution, retention, and upsell opportunity identification
- Structured thinking
- Disciplined work habits
- Exceptional leadership
- A minimum of 10 years of experience leading a Customer Success/Service team in a tech-focused environment (MSP-preferred)
- ilg/Deep knowledge and understanding of IT systems and platforms
- Experience providing end-user technical support
Responsibilities
- Act as a conduit of success for the Customer Success team. Refine and continually improve customer relationships, retention, and their experience through meaningful process improvements.
- Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects— ensuring technicians and internal teams stay on task and 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 (ilg/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.
- Lead, support, and hold team members accountable to deadlines and standards.
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