Manager, Customer Success

Manager, Customer Success & Account ManagementISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills, and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession.Position SummaryThe Manager, Customer Success & Account Management leads the team responsible for ensuring customer satisfaction, retention, and growth across all accounts. This role combines strategic leadership, operational oversight, and customer advocacy to drive measurable outcomes such as renewals, exam completions, and account expansion. You will be accountable for the performance of the Customer Success Account Managers and for aligning fulfillment operations with organizational goals.ResponsibilitiesLeadership & StrategyBuild, lead, and mentor a team of Customer Success Account Managers (CSAMs) to deliver exceptional customer experiencesDefine and implement the customer success strategy, focusing on retention, exam completion, and account growthEstablish team KPIs, performance metrics, and operational processes that ensure consistency and scalabilityPartner cross-functionally with Sales, Delivery, Operations, and Marketing to align customer success with business objectivesCustomer Retention & GrowthOversee the execution of account reviews, renewal cycles, and success planning to maximize customer retentionDevelop strategies to increase exam completion rates, ensuring learners achieve certification outcomesCollaborate with Sales to identify upsell, cross-sell, and lead generation opportunities from existing accountsAct as an escalation point for key accounts, ensuring resolution of complex issuesDelivery Fulfillment OversightEnsure seamless execution of training delivery, including securing instructors, coordinating schedules, and ensuring material readinessDrive operational excellence in order processing, reporting, and account-level logisticsMonitor and continuously improve fulfillment processes for efficiency and customer satisfactionTeam & Operational ManagementProvide day-to-day leadership, coaching, and professional development to CSAMsOversee pipeline, order processing, and reporting functions to ensure timely execution and accuracyDevelop best practices, playbooks, and standardized workflows to improve team performance and customer outcomesPerform miscellaneous duties as assignedBehavioral CompetenciesStrong interpersonal and executive presence, with ability to engage senior customer stakeholders, exhibiting focus and drive for business building and working collaboratively to grow the businessExcellent written oral communication/presentation, and relationship-building skillsStrong project management and organizational skills, with the ability to juggle multiple prioritiesProfessionalism with a high degree of business savvy and strong demonstration of intellect, executive presence, and sales acumenHigh sense of urgency. Willingness to do what it takes to meet revenue goals while maintaining the absolute highest standards in terms of honesty, integrity, and business ethicsSelf-starter who provides creative and pragmatic solutions to business issues and problemsA positive, results-oriented attitude, with a sense of enthusiasmManagement ResponsibilityProven success in developing teams, driving accountability, and scaling customer-facing functionsThis role will initially manage Customer Success Account Managers (2); managerial responsibility may expand as team growsQualificationsDemonstrated ability to retain customers, grow accounts, and lead cross-functional initiativesStrong operational background in fulfillment, logistics, or training servicesProficiency in CRM, reporting tools, and customer success platformsExperience in education, certification, training services, Cyber strongly preferredEducation and Work ExperienceBachelor's degree in Business, Education, or related field required; Masters degree or MBA preferred8+ years in Customer Success, Account Management, Training Delivery, or Operations, with 5+ years in a leadership capacityPhysical and Mental Demands25% travel required; this may increase where needed and may be required on short noticeWork extended hours when necessaryRemain in a stationary position, often standing or sitting, for prolonged periodsRegular use of office equipment such as a computer/laptop and monitor computer screensEqual Employment Opportunity StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.Job LocationsUS-Remote