Customer Success Manager
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Job Description
Customer Success Manager focused on driving customer satisfaction and retention across strategic accounts for ISC2. Managing onboarding, success planning, and delivery fulfillment for clients.
Responsibilities:
- Customer Onboarding
- Lead structured onboarding for relevant partners and customers (multiple segments)
- Conduct kickoff meetings to review programme objectives, delivery requirements, learner pathways, contractual obligations, timelines, and success metrics
- Provide guidance on training delivery options, cohort setup, registration processes, exam coordination expectations, and key ISC2 operational workflows
- Ensure customers understand how to access training materials, schedule courses, manage cohorts, and interface with ISC2 systems (CRM/fulfilment) relevant to their program
- Create tailored onboarding plans for each customer segment (corporate, OTP, academic) to support efficient operational setup and long-term training success
- Align internal teams (e.g Sales, Operations, Training Delivery, Finance) to support a structured and consistent onboarding experience across all customer types
- Customer Retention & Success
- Serve as the primary operational contact for assigned accounts post-sale, ensuring ongoing satisfaction and long-term retention
- Conduct success planning sessions to align customer goals with ISC2 offerings and track measurable outcomes
- Monitor learner progress and certification completion rates, providing engagement strategies to remove barriers
- Work alongside the Sales Operations team to ensure customer satisfaction and improve Net Promoter Scores (NPS)
- Maintain business reporting such as health checks on customer performance
- Identify at-risk customers through data insights (e.g., low utilisation, stalled cohorts, poor training attendance) and execute proactive engagement strategies
- Develop tailored success plans for B2B, OTP, and Academic Partners based on their training models and learner profiles
- Promote ongoing engagement with ISC2 training programmes, partner benefits, educational resources, and partnership opportunities
- Champion the Voice of the Customer by gathering feedback related to training quality, exam experience, programme outcomes and service delivery, sharing insights with internal teams
- Delivery Fulfilment
- Manage end-to-end delivery of ISC2 products and services, including booking, invoicing, scheduling instructors, and ensuring timely delivery of training materials
- Act as the key point of contact for operational issues, offering faster response and resolution than AEs
- Maintain accurate records in CRM systems and deliver account-level reporting on usage, ROI, and fulfillment
- Manage CRM and booking activity in line with business processes to support the Sales Operations and Finance teams
- Input into digital transformation projects to improve customer experience and satisfaction, with a longer-term vision of enabling customer self-service
- Collect registration data and other data requirements in line with contractual requirements
- Support cohort management for customer segments where required, including onboarding coordination, instructor alignment, and progress tracking
- Contribute to the creation and maintenance of self-service resources, onboarding documentation and knowledge base materials for customers
- Collaborate with global and regional teams to ensure consistency and quality of deliverables across EMEA and other markets
- Growth & Lead Generation
- 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
- Promote additional ISC2 certifications, professional development resources, training bundles, renewals and membership value
- Identify and nurture advocacy opportunities such as case studies, testimonials, speaking engagements and referrals
- Support renewal cycles for training/programme packages and coordinate with sales for larger expansion motions
Requirements:
- Proficiency in CRM, reporting tools, and customer success platforms
- Experience in education, certification, training services, and/or cybersecurity strongly preferred
- Bachelor’s degree in related field preferred, or equivalent work experience
- 5+ years in a Customer Success role
Benefits:
- Health insurance
- Paid time off
- Professional development opportunities
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