Customer Success Manager

CyberSheath

. Act as the single point of accountability for a portfolio of managed service customers .

Posted 10/14/2026full-timeRemote • Virginia • United StatesMid-LevelSenior💰 $100,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer relationships and technical projects within a tech-focused environment, ensuring customer satisfaction and retention through effective communication and structured processes.

Highest-signal resume keywords

Customer Success ManagementTechnical Project ManagementIT Systems KnowledgeProactive CommunicationBusiness Acumen

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End-User Technical SupportProject WorkflowsKPI TrackingData AnalysisIssue Mitigation

Soft Skills

Structured ThinkingClear CommunicationRelationship BuildingAccountabilityTeam Coordination

Tools & Technologies

DashboardsTicket QueuesBacklog Management

Certifications & Qualifications

A+Security+Network+AZ-900CISMCCNA

Industry Keywords

Managed Service ProviderComplianceCybersecurityCustomer ExperienceTechnical Projects

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Act as the single point of accountability for a portfolio of managed service customers
Own customer relationships, retention, and customer experience
Manage onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects
Coordinate technicians and internal teams to keep work on task and on time
Use and improve project workflows and playbooks
Identify issues early, propose mitigation paths, and escalate with clarity
Build relationships across technical, operational, and executive customer organizations
Conduct structured quarterly business reviews, track KPIs, and communicate outcomes, progress, and risks
Use dashboards and data such as ticket queues, backlog, VIP activity, and escalations to prioritize work
Identify upsell opportunities and ensure contract renewals
Hold internal teams accountable to deadlines and service standards

Requirements

What you’ll need

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 listed: A+, Security+, Network+, AZ-900, CISM, CCNA
Strong business acumen
Understanding of the intersection between compliance, cybersecurity, and IT
Structured thinking and disciplined work habits
Ability to manage customer relationships and own customer outcomes
Ability to coordinate internal teams and technical projects
Proactive, clear communication and escalation skills

Benefits

Comp & perks

Work remotely in a high-performance culture
Virtual work environment
Complete set of tools and data
Equal Opportunity Employer