Customer Success Account Manager

ISC2 is the world’s leading nonprofit member organization for cybersecurity professionals, dedicated to creating a safe and secure cyber world. The Customer Success Account Manager will drive customer satisfaction, retention, and growth across assigned accounts, ensuring seamless service delivery 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:

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