Manager, Customer Success & Account Mgmt

Manager, Customer Success & Account Management

ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills, and experience for all career levels. We invite you to take an active role in helping us create a true sense of belonging across our organization an environment of authenticity, trust, empowerment, and connectedness that empowers all of our successes.

Position Summary

The Manager, Customer Success & Account Management leads the team responsible for ensuring customer satisfaction, retention, and growth across all accounts. This role combines strategic leadership, operational oversight, and customer advocacy to drive measurable outcomes such as renewals, exam completions, and account expansion. You will be accountable for the performance of the Customer Success Account Managers and for aligning fulfillment operations with organizational goals.

Responsibilities

Leadership & Strategy

• Build, lead, and mentor a team of Customer Success Account Managers to deliver exceptional customer experiences
• Define and implement the customer success strategy, focusing on retention, exam completion, and account growth
• Establish team KPIs, performance metrics, and operational processes that ensure consistency and scalability
• Partner cross-functionally with Sales, Delivery, Operations, and Marketing to align customer success with business objectives

Customer Retention & Growth

Delivery Fulfillment Oversight

Team & Operational Management

Behavioral Competencies

Management Responsibility

Qualifications

Education and Work Experience

Physical and Mental Demands

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.