Customer Success Manager
New
C
CyberSheath Services International LLCCybersecurity services
Location: United States - RemoteFull-TimeManager
Salary100,000 - 125,000 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 (MSP-preferred)
- Required Skills
- Project Management
Requirements
- Have a minimum of 5 years of experience as a Customer Success Manager in a tech-focused environment.
- Bring MSP experience; it is preferred.
- Have deep knowledge and understanding of IT systems and platforms.
- Have experience providing end-user technical support.
- Relevant listed certifications include A+, Security+, Network+, AZ-900, CISM, and CCNA.
Responsibilities
- Own the relationship, retention, and customer experience for a portfolio of managed service customers.
- Manage onboarding, corrective action plans, technology rollouts, environment builds, and other technical project execution.
- Coordinate technicians and internal teams to keep project work on task and on time.
- Use existing playbooks to manage project workflows and refine them as improvements are identified.
- Identify issues early, propose mitigation paths, and escalate clearly while remaining accountable for resolution.
- Build relationships with technical, operational, and executive stakeholders across customer organizations.
- Conduct structured quarterly business reviews, track KPIs, and communicate outcomes, progress, and risks.
- Use internal dashboards and data, including ticket queues, backlog, VIP activity, and escalations, to guide priorities.
- Monitor customer health, identify upsell opportunities, and ensure contract renewals.
- Hold internal teams accountable to deadlines and service standards.
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