Customer Success Account Manager

ISC2 is the world’s leading nonprofit member organization for cybersecurity professionals, dedicated to promoting 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 delivery of services and proactive account management.

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

Requirements:

• 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
• Experience in education, certification, training services, Cyber strongly preferred
• Proficiency with CRM systems, reporting tools, and order processing workflows
• Bachelor's degree in related field preferred, or equivalent work experience