Customer Success Specialist

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. We are excited to be expanding our staff due to our growth and are looking to add a Customer Success Specialist to our team.

CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that do not improve and 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 thrive in our culture. Our most successful team members are self-starters who are comfortable wearing multiple hats and operating in a fast-growing, high-accountability environment.

About the Role

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.

Key Responsibilities

Customer Success Operations

• 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

Meeting and Communication Support

• 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

Renewal and Licensing Support

• 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

Data, Reporting and Instrumentation

• 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

Process and Playbook Execution

• Execute existing Customer Success playbooks and workflows

• Identify process gaps and recommend improvements
• Help scale and standardize customer success operations as the company grows

What Success Looks Like

• CSMs are fully prepared for every customer meeting

• Renewal cycles are predictable, organized, and never last-minute

• Customer records are clean, accurate, and current

• Action items never fall through the cracks

• Leadership has real-time visibility into account health
• The Customer Success organization runs with discipline and structure

Who You Are

• 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

Why This Role

• Be a core part of scaling a best-in-class Customer Success organization

• Work at the center of compliance, cybersecurity, and managed IT

• Gain exposure to executive-level customer relationships

• Build foundational operational experience inside a high-growth company

• Work remotely in a high-performance culture
• Be measured on execution, reliability, and impact

Preferred Qualifications

• 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

Work Environment

• Virtual work environment

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.