ISC2

Customer Success Manager

ISC2

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Tech Stack

Cyber Security

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingtraining deliverydata insightsreportingcohort managementsuccess planningengagement strategiesaccount managementdigital transformationcustomer retention
Soft Skills
communicationcollaborationproblem-solvingcustomer advocacyleadershiporganizational skillsstrategic thinkingrelationship buildingadaptabilityattention to detail
Certifications
Bachelor's degreeISC2 certifications