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ISC2 · 4 months ago

Customer Success Account Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

ISC2 is a leading nonprofit member organization for cybersecurity professionals, committed to fostering a safe and secure cyber world. The Customer Success Account Manager is responsible for driving customer satisfaction, retention, and growth across assigned accounts, ensuring seamless service delivery and proactive account management.

AssociationCyber SecurityEducationNon ProfitSecurity

Responsibilities

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

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

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

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

Perform miscellaneous duties as assigned

Qualification

Customer SuccessAccount ManagementCRM SystemsLead GenerationProject ManagementEducation ExperienceTraining Services ExperienceCommunication SkillsOrganizational SkillsInterpersonal SkillsProblem SolvingResults-oriented Attitude

Required

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

5+ years in Customer Success, Account Management, Training Delivery Coordination, or similar role

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