Manager, Customer Success

Manager, Customer Success & Account Management

ISC2 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 provides an independent and globally recognized endorsement of cybersecurity knowledge, skills, and experience for all career levels. We invite you to take an active role in helping us create a true sense of belonging across our organization an environment of authenticity, trust, empowerment, and connectedness that empowers all of our successes.

Position Summary

The 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.

Responsibilities Leadership & Strategy

• Build, lead, and mentor a team of Customer Success Account Managers (CSAMs) to deliver exceptional customer experiences
• Define and implement the customer success strategy, focusing on retention, exam completion, and account growth
• Establish team KPIs, performance metrics, and operational processes that ensure consistency and scalability
• Partner cross-functionally with Sales, Delivery, Operations, and Marketing to align customer success with business objectives

Customer Retention & Growth

• Oversee the execution of account reviews, renewal cycles, and success planning to maximize customer retention
• Develop strategies to increase exam completion rates, ensuring learners achieve certification outcomes
• Collaborate with Sales to identify upsell, cross-sell, and lead generation opportunities from existing accounts
• Act as an escalation point for key accounts, ensuring resolution of complex issues

Delivery Fulfillment Oversight

• Ensure seamless execution of training delivery, including securing instructors, coordinating schedules, and ensuring material readiness
• Drive operational excellence in order processing, reporting, and account-level logistics
• Monitor and continuously improve fulfillment processes for efficiency and customer satisfaction

Team & Operational Management

• Provide day-to-day leadership, coaching, and professional development to CSAMs
• Oversee pipeline, order processing, and reporting functions to ensure timely execution and accuracy
• Develop best practices, playbooks, and standardized workflows to improve team performance and customer outcomes

Behavioral Competencies

• Strong interpersonal and executive presence, with ability to engage senior customer stakeholders
• Excellent written, oral communication/presentation, and relationship-building skills
• Strong project management and organizational skills, with the ability to juggle multiple priorities
• Professionalism with a high degree of business savvy and strong demonstration of intellect, executive presence, and sales acumen
• High 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 ethics
• Self-starter who provides creative and pragmatic solutions to business issues and problems
• A positive, results-oriented attitude, with a sense of enthusiasm

Management Responsibility

• Proven success in developing teams, driving accountability, and scaling customer-facing functions
• This role will initially manage Customer Success Account Managers (2); managerial responsibility may expand as team grows

Qualifications

• Demonstrated ability to retain customers, grow accounts, and lead cross-functional initiatives
• Strong operational background in fulfillment, logistics, or training services
• Proficiency in CRM, reporting tools, and customer success platforms
• Experience in education, certification, training services, Cyber strongly preferred

Education and Work Experience

• Bachelor's degree in Business, Education, or related field required; Masters degree or MBA preferred
• 8+ years in Customer Success, Account Management, Training Delivery, or Operations, with 5+ years in a leadership capacity

Physical and Mental Demands

• 25% travel required; this may increase where needed and may be required on short notice
• Work extended hours when necessary
• Remain in a stationary position, often standing or sitting, for prolonged periods
• Regular use of office equipment such as a computer/laptop and monitor computer screens

Equal Employment Opportunity Statement

All 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.

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