CyberSheath

Director of Customer Success

CyberSheath

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Act as a conduit of success for the Customer Success team
  • Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects
  • Use existing playbooks to manage project workflows, but also refine and scale them as you identify improvements
  • Identify issues early, propose mitigation paths, and escalate with clarity
  • Create meaningful relationships across customer orgs to ensure depth and stability in the account
  • Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks
  • Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals
  • Lead, support, and hold team members accountable to deadlines and standards

Requirements

  • 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
Benefits
  • Health insurance
  • Paid time off
  • Flexible working arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementtechnical project executiononboardingcorrective action planstechnology rolloutsenvironment buildsKPI trackingend-user technical supportaccount managementupselling
Soft Skills
relationship buildingcommunicationleadershipaccountabilityproblem-solvingclarity in escalationteam supportorganizational skillsadaptabilitycustomer focus