Customer Success Manager
C
CyberSheathCybersecurity / Managed Services
United States - RemoteFull-TimeMiddle
Salary100,000 - 115,000 USD per year
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Job Details
- Experience
- A minimum of 5 years of experience as a CSM in a tech-focused environment
- Required Skills
- Project ManagementCybersecurityTechnical support
Requirements
- Minimum of 5 years of experience as a Customer Success Manager in a tech-focused environment (MSP preferred).
- Deep knowledge and understanding of IT systems and platforms.
- Experience providing end-user technical support.
- Strong ability to manage complex project workflows and technical project execution.
- Proven experience conducting business reviews and tracking customer success KPIs.
- Ability to think like a general manager of accounts and drive internal execution.
- Strong organizational skills and disciplined work habits.
- Proactive communication skills with a focus on risk identification and mitigation.
- Ability to build relationships across technical, operational, and executive levels.
- A+ certification (nice to have).
- Security+ certification (nice to have).
- Network+ certification (nice to have).
- AZ-900 certification (nice to have).
- CISM certification (nice to have).
- CCNA certification (nice to have).
Responsibilities
- Act as the single point of accountability for a portfolio of managed service customers, owning the relationship, retention, and experience.
- Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects.
- Coordinate internal teams to ensure technical projects remain on task and on time.
- Identify project risks early, propose mitigation paths, and escalate issues with clear resolution plans.
- Conduct structured quarterly business reviews, track KPIs, and communicate outcomes and progress to clients.
- Use internal data and dashboards to prioritize tasks and guide account strategy.
- Monitor customer health indicators to identify upsell opportunities and ensure contract renewals.
- Hold internal teams accountable to deadlines and service standards.
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