Information Security Program Manager

COFENSE

Information Security Program Manager at Cofense managing client relationships and program implementations. Ensuring satisfaction and minimizing churn through strategic consultative guidance.

Posted 6/11/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

SMTP

About the role

Key responsibilities & impact

Reporting to the regional Practice Manager of Customer Experience (CX), the Information Security Program Manager will be responsible for managing a portfolio of customers, and will be tasked with maintaining client satisfaction.
This will be accomplished by ensuring our solutions meet the client’s business needs and objectives all while delivering standout strategic consultative guidance and excellent service.
Success in this position is measured by achieving revenue retention goals, product and feature adoption rates, identifying revenue uplift opportunities, and overall customer satisfaction metrics.
Successfully develop and manage relationships for assigned clients and stakeholders, supporting all Cofense products in use by the client.
Represent Cofense as the customer’s trusted advisor and subject matter expert.
Coordinate customer engagements to ensure successful onboarding and product implementation, as well as throughout the customer’s full lifecycle with Cofense.
Perform risk management to minimize churn.
Continue to effectively showcase the value of Cofense products and services and present Return on Investment (ROI) information to key client stakeholders.
Highlight any concerns and/or risks and share this with internal account partners and leadership.
Develop get-well plans, with the assistance of the account team, to help minimize risk and increase customer satisfaction.
Create and maintain comprehensive documentation for your book of business.
Perform administrative tasks and documentation within our CSM toolset.
Coordinate and collaborate with internal resources and third parties/vendors, as needed, for the successful execution of projects.
Ensure tasks are delivered on time, within scope and within budget.
Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
Responsible for the profitability of our services and increasing our customers Cofense product commitment through successful portfolio management.
Identify opportunities for revenue expansion within assigned accounts.
Own all aspects of a customer’s simulated phishing defense program and deliver on contractual requirements: Recommend customized phishing programs based on industry best practices and customer goals.
Ensure alignment of recommendations to the current threat landscape and the customer’s core business objectives.
Independently produce high-quality, client-ready deliverables to meet contractual requirements.
Share analytic deliverables and make operational and strategic recommendations based on the customer’s overarching security goals and key success indicators.
For Managed Training clients, run the customer’s simulated phishing program using Cofense solutions.
For assigned Managed Remediation clients, deliver monthly Remediation reports while personalizing the monthly meeting to consist of reviewing unique threats the client has received and review malware identified.
As necessary, travel to client sites to ensure excellent customer relationships.
Assist in training newer members on the team, cross-training with the larger CX organization and collaborate on process and procedural improvements across Cofense.

Requirements

What you’ll need

Strong verbal and written communications skills.
Excel in developing a strong rapport with customers; showcase the ability to successfully manage assigned accounts wherein continued revenue generation, identification for additional opportunities and overall high levels of customer satisfaction is present.
Intermediate knowledge of the phishing threat landscape and the risk it presents to organizations.
Enthusiastic and creative with the ability to inspire, influence and encourage others, in relationships with customers and peers.
Analytical and process-focused mindset.
Attention to detail is critical.
Sense of ownership with a desire for action and willingness to jump in and roll-up your sleeves.
Dedicated approach to connecting with customers to understand their needs and ensuring they realize the full value of our products and services.
Excel in developing deep customer relationships and managing assigned accounts to result in continued revenue generation and high levels of customer satisfaction.
Project and program management skills.
Able to work independently to prepare and present deliverables to customers.
Fundamental understanding of messaging, SMTP, and email products.
Experience with Microsoft Word, Excel, AI tools, and PowerPoint.

Benefits

Comp & perks

Travel Required : Yes
Professional Services
Remote

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Hard Skills & Tools

project managementprogram managementrisk managementphishing threat landscapecustomer satisfaction metricsReturn on Investment (ROI)email productsmessagingSMTP

Soft Skills

verbal communicationwritten communicationrelationship managementanalytical mindsetattention to detailownershipcreativityinfluencecustomer engagement