ISC2
Overview
Your Future. Secured. ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values - Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence - 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. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. 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. Learn more.
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
o
rder 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
Perform miscellaneous duties as assigned.
Behavioral Competencies
Strong interpersonal and executive presence, with ability to engage senior customer stakeholders, exhibiting focus and drive for business building and working collaboratively to grow the business
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 initally 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.
Job Locations
US-Remote
Posted Date
4 days ago
(9/15/2025 5:20 AM)
Job ID
2025-2191
# of Openings
1
Category
Sales
Your Future. Secured. ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values - Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence - 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. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. 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. Learn more.
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
o
rder 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
Perform miscellaneous duties as assigned.
Behavioral Competencies
Strong interpersonal and executive presence, with ability to engage senior customer stakeholders, exhibiting focus and drive for business building and working collaboratively to grow the business
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 initally 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.
Job Locations
US-Remote
Posted Date
4 days ago
(9/15/2025 5:20 AM)
Job ID
2025-2191
# of Openings
1
Category
Sales