Customer Success Manager

Job Description

Job Description

CyberSheath Services International LLC is a rapidly growing Managed Services Provider primarily focused on providing CMMC Compliance and Cybersecurity services to the Defense Industrial Base (DIB). We are excited to be expanding our staff due to our growth and are looking to add a Customer Success Manager to our team!

CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don't improve and, in fact, may weaken an organization's security posture. Our professionals advise clients where to stop spending, where to invest, and how to take what they are already doing and integrate it in a way that delivers improved security.

Successful candidates for CyberSheath are self-motivated, think out of the box, work, and solve issues independently. Confident, 'doers' who 'get the job done' and strive to 'do the right thing, even when no-one is looking' are the types of candidates who strive in our culture. Additionally, our most successful team members are self-starters and willing to put on many hats to succeed. CyberSheath is fast-growing and seeks candidates who want to be part of our upward trajectory.

Opportunity Overview

The Customer Success Manager (CSM) at Cybersheath is a customer facing technical account management role pivotal to the success of service delivery to our clients. Responsibilities include managing onboarding and post-onboarding implementations, ensuring customers receive the support needed to achieve their goals, and ensuring long-term customer partnership resulting in minimal to no churn, while building valuable direct relationships with our customers. Key success indicators include successful delivery of managed services to assigned client base, timely completion of projects, successful and accurate project management, and positive customer feedback / retention.

Your Impact :

Creating Value for the CUSTOMER

Effectively and efficiently onboard new customers by coordinating appropriate internal and external resources to deliver on contracted services

Perform project management for implementations for the client environment including onboarding, technology deployment, and migration activities for clients in support of CMMC compliance initiatives

Provide leadership and mentoring of team resources

Manage customer escalations and translate them into an actionable client remediation plan

Continuously engage with customers to assess client health, identify any service issues requiring remediation, and advise on additional services they may require or benefit from

Ensure service delivery is within contracted Service Level Agreements (SLAs) for assigned clients

Schedule, prepare, and present business reviews with customers and deliver on post-meeting action items

Creating Value for CYBERSHEATH

Develop deep relationships with customers through consistent touchpoints, business reviews, and executive business reviews

Identify mutually beneficial opportunities for continuous improvements of the customer's environment resulting in revenue growth through upsells and cross sells

Create customer loyalty through exceptional service delivery, and develop tracking and proactive plans to ensure client contract renewals

Recognize renewal risk and collaborate with internal teams to remediate any potential issues to ensure successful customer contract renewals

Driving Operational Improvements

Investigate process or delivery issues and recommend best practices to contribute to building a first-class customer success and operations organization

Partner and facilitate discussions with Support Management, Sales, and third-party vendors to continuously improve efficiency, quality of service, drive issues to closure and mitigate risk.

Help find new ways to continuously improve our customers' experience, both in our product and processes

Have an in-depth understanding of the customer's needs and are responsible for communicating common customer behaviors to the sales, marketing, and product teams.

Identify upsell opportunities for additional services which provide value to the client and enable revenue opportunities for CyberSheath

Requirements :

Exceptional organizational skills

Honesty and Transparency are core values

Keen attention to detail

Intent based mindset

Accountability – under promise, over deliver

Ability to quickly build rapport and relationships

Powerful ability to manage client expectations

Demonstrated success in strong documentation skills

Concise, effective verbal and written communications

A proactive mindset to utilize all resources at your disposal for success and optimal delivery of service

Highly self-structured with a 'get it done' attitude

Ability to work under tight timelines and under pressure

Ability to work independently, remotely, and as part of a team

Experience :

IT and / or Security Managed Service Provider (MSP / MSSP) experience, preferably in multiple roles including technical and client-managing

5 years in leading technical projects and implementations in a customer facing, customer-first mindset role

Knowledge and technical understanding of CMMC, DFARS 252.204-7012, and NIST 800-171

Technical experience and mindset, but ready and willing to delegate to team members

Possesses knowledge of the Microsoft Office 365 Cloud platform and offerings (Email, SharePoint, OneDrive, Azure, Endpoint Protection, Sentinel, Defender, etc.)

Maintains familiarity with security technologies / methodologies – EDR, SIEM, SOAR, DLP, MFA, Encryption, Vulnerability Management, and others

Work Environment

A focused yet friendly and rapidly growing environment where your input will be highly valued

100% Remote work environment with occasional travel to client sites

CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.

Budgeted Pay Range

100,000—$125,000 USD

Salary : $100,000 - $125,000