Customer Success Specialist
About The Position
CyberSheath, a fast-growing, private equity-backed cybersecurity company, is seeking a Customer Success Specialist to support our Customer Success Managers and help scale a world-class customer success operation. This is a high-impact, execution-focused, back-office role responsible for enabling CSMs to operate at maximum effectiveness. The Customer Success Specialist ensures that meetings are prepared, renewals are tracked, follow-ups are executed, data is organized, and customer engagement is operationally tight. This role is ideal for someone who is highly organized, detail-oriented, and execution-driven. You will not be successful in this role by simply reacting to emails. You must be structured, proactive, and relentless about follow-through. Customer Success Specialists do not own customer relationships directly. Instead, they enable CSMs to operate as true account owners by handling the operational, administrative, and coordination work that keeps accounts running smoothly.
Requirements
- Execution-Driven. You love closing loops and finishing what you start
- Highly Organized. You build structure where others see chaos
- Detail-Oriented. You notice what others miss
- Proactive. You do not wait for someone to tell you what to do
- Process-Minded. You enjoy building repeatable systems
- Accountable. You own your work and take pride in operational excellence
- Comfortable in Fast-Paced Environments. You thrive in growth
Nice To Haves
- 2+ years of experience in customer success operations, account operations, or sales operations
- Experience in a technology, MSP, SaaS, or cybersecurity environment preferred
- Strong proficiency with CRM systems, ticketing platforms, and reporting tools
- Excellent written and verbal communication skills
- Strong organizational and documentation skills
- Advanced proficiency with Excel, PowerPoint, and collaboration tools
Responsibilities
- Support a team of Customer Success Managers with day-to-day operational execution
- Prepare materials for customer meetings, QBRs, and executive reviews
- Build and maintain customer account documentation, notes, and records
- Track customer action items and ensure follow-through
- Prepare agendas, presentations, and supporting documentation for customer meetings
- Capture and distribute meeting notes with clear action items and owners
- Maintain organized customer communication records
- Coordinate internal and external meeting scheduling
- Track licensing renewals, contract milestones, and expiration dates
- Support renewal workflows and follow-up activities
- Coordinate with procurement, finance, and engineering teams to ensure accurate renewal execution
- Maintain renewal tracking dashboards and reporting
- Maintain customer health data, dashboards, and reporting
- Track KPIs including backlog, ticket volume, escalations, renewals, and account status
- Ensure CRM and internal systems remain accurate and up to date
- Produce weekly and monthly reporting for CSM leadership
- Execute existing Customer Success playbooks and workflows
- Identify process gaps and recommend improvements
- Help scale and standardize customer success operations as the company grows
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
