Customer Success Analyst – ISO

Role Overview

• Builds trusted relationships and delivers a positive, guided client experience across the ISO lifecycle.
• Manages onboarding, handovers, and portfolio administration with accuracy and timeliness.
• Communicates clearly with clients and internal teams to align expectations and progress.
• Tracks milestones, documentation, and risks to support client health and delivery outcomes.
• Quickly learns ISO standards, tools, and processes to support certification engagements.
• Takes ownership of assigned clients, anticipates issues, and follows through to resolution.
• Lead the onboarding experience for ISO clients in the APAC region, ensuring a clear, organized, and positive start to their engagement.
• Adopt an innovative mindset to continually improve and shape the Customer Success function within the ISO portfolio.
• Support administrative coordination and handover activities between Customer Success and the ISO audit team to ensure seamless delivery.
• Administer the ISO client portfolio, including progress tracking, certification documentation, renewals, and maintenance activities.
• Conduct regular client check‑ins, monitor engagement and progress, and contribute to client health scoring and reporting.
• Partner closely with the ISO audit team to support smooth portfolio operations and timely client outcomes.
• Maintain accurate records, dashboards, and internal documentation related to client status and portfolio performance.
• Identify risks, delays, or client concerns early and escalate appropriately to support successful outcomes.

Requirements

• Familiarity with ISO standards (such as ISO 27001) or similar compliance frameworks
• Experience in a customer success, client services, operations, or administrative role.
• Interest in building a career in compliance, information security, or professional services.
• Information security related certification is preferable but not required.
• Exposure to information security, compliance, risk, or audit concepts through education, coursework, internships, or early career experience.
• Strong organizational and time‑management skills, with the ability to manage multiple clients or tasks concurrently.
• Clear, professional written and verbal communication skills suitable for client‑facing interactions.
• Comfort working with systems, trackers, and documentation in a structured, detail‑oriented environment.
• A customer‑first mindset with an interest in building long‑term client relationships.
• Bachelor’s Degree, preferably in an information security related field.

Benefits

• Retirement & Financial Planning Support – 401(k) with match, financial wellness programs.
• Generous Paid Time Off – Vacation, sick time, holidays, parental leave and volunteer days.
• Flexible Work Arrangements – Hybrid or remote options, flexible hours.
• Performance-Based Bonus – Recognition for your contributions through discretionary bonuses.
• Professional Development Opportunities – Tuition reimbursement, certifications, mentorship.
• Career Growth & Internal Mobility – Clear paths for advancement and role transitions.
• Inclusive & Supportive Culture – DEI initiatives, employee resource groups, wellness programs.