Job Description

Customer Success Account Manager

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 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.

The Customer Success Account Manager is responsible for driving customer satisfaction, retention, and growth across assigned accounts. You will ensure seamless delivery of services, proactive account management, and measurable customer outcomes. You will also combine strong organizational skills with customer-facing experience, and a results-driven mindset.

Responsibilities:

• Customer Retention & Success
• Serve as the primary point of contact for assigned accounts, ensuring ongoing satisfaction and long-term retention.
• Conduct regular account reviews to assess customer goals, usage, and outcomes, providing actionable recommendations.
• Increase exam completion rates by monitoring learner progress, removing barriers, and providing engagement strategies.
• Delivery Fulfillment
• Facilitate service delivery by coordinating instructor assignments, tracking of client expected training schedules, and ensuring all logistics are in place.
• Manage preparation and distribution of training materials, ensuring accurate and timely delivery to customers.
• Partner with internal operations, instructors, and vendors to guarantee a seamless customer experience.
• Account Operations
• Oversee the day-to-day management of accounts, including processing orders, running reports, and maintaining accurate records in CRM systems.
• Track customer utilization, training fulfillment, and certification outcomes to ensure contractual obligations are met.
• Develop and deliver account-level reporting on performance, usage, and ROI.
• Growth & Lead Generation
• Identify upsell and cross-sell opportunities through regular account engagement and success planning and engage sales partners to close.
• Partner with Sales and Business Development to generate qualified leads and expand existing customer relationships.
• Share customer insights and success stories to support marketing and sales initiatives.

Behavioral Competencies:

• 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
• Strong interpersonal skills with both customers and our internal team members alike, exhibiting focus and drive for business building and working collaboratively with employees to grow the business
• Self-starter who provides creative and pragmatic solutions to business issues and problems
• A positive, results-oriented attitude, with a sense of enthusiasm

Qualifications:

• Experience in education, certification, training services, Cyber strongly preferred
• Proficiency with CRM systems, reporting tools, and order processing workflows

Education and Work Experience:

• Bachelor's degree in related field preferred, or equivalent work experience
• 5+ years in Customer Success, Account Management, Training Delivery Coordination, or similar role

Physical and Mental Demands:

• 25% travel required; this may increase where needed and may be required on short notice
• Remain in a stationary position, often standing or sitting, for prolonged periods
• Work extended hours when needed
• 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.

Job Locations US-Remote

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