Director of Customer Success

CyberSheath • Reston, VA

8h • Remote

About The Position

CyberSheath, a fast-growing, 2x private equity-backed cybersecurity company, is seeking a Director of Customer Success who can own outcomes—not tasks—and serve as the single point of accountability for the success of our Customer Success Managers and their customer base. This is a high-ownership, customer-facing role for someone who can think like a general manager and drive results through internal execution and team optimization, not by passing problems down the line.
CSMs at CyberSheath are the single point of accountability—customers don’t need to understand our org chart because their CSM handles everything. This includes onboarding, managing the execution of compliance and technical projects, coordinating internal teams, escalating risks with solutions, and creating long-term customer satisfaction. You will have the opportunity to support the growth and success of each team member while continually looking at ways to make the customer journey a memorable one.
The ideal candidate has strong business acumen, proven leadership skills, an understanding of the intersection between compliance, cybersecurity, and IT, and a relentless focus on execution, retention, and upsell opportunity identification. You will not succeed in this role by reacting to emails and attending meetings all day. This role requires structured thinking, disciplined work habits, and exceptional leadership.

Requirements

• Execution-Driven – You don’t pass problems along; you fix them.
• Organized & Disciplined – You structure your day, know your metrics, and guide internal teams with clarity.
• Customer-Focused – You know how to speak to business leaders and ensure our services and team drive real customer value.
• Accountable – You take full ownership of customer outcomes and internal execution, even when it’s messy.
• Proactive Communicator – You don’t wait for things to break—you see risk coming and address it early.
• Process-Oriented but Flexible – You follow the playbook, but you’re always looking for ways to improve and scale it.

Nice To Haves

• A minimum of 10 years of experience leading a Customer Success/Service team in a tech-focused environment (MSP-preferred)
• Deep knowledge and understanding of IT systems and platforms
• Experience providing end-user technical support

Responsibilities

• Customer Ownership – Act as a conduit of success for the Customer Success team. Refine and continually improve customer relationships, retention, and their experience through meaningful process improvements.
• Execution Coordination – Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects— ensuring technicians and internal teams stay on task and on time. A CSM is not a technical subject matter expert, more like a conductor of the orchestra than an instrument player.
• Project & Process Management – Use existing playbooks to manage project workflows, but also refine and scale them as you identify improvements
• Escalation with Accountability – Identify issues early, propose mitigation paths, and escalate with clarity—not chaos.
• Strategic Relationship Building – Create meaningful relationships across customer orgs (technical, operational, and executive) to ensure depth and stability in the account.
• Business Reviews & Customer Communication – Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks.
• Instrumentation & Organization – Use internal dashboards and available data (ticket queues, backlog, VIP activity, escalations) to guide your priorities. If it’s off track, you’re already on it.
• Retention & Upsell Support – Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals.
• Team Leadership – Lead, support, and hold team members accountable to deadlines and standards. Everyone at CyberSheath is empowered to do what’s required to deliver great service—you included.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed