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The Customer Success Manager (CSM) is a strategic partner to the Sales organization, focused on driving customer satisfaction, retention, and growth across strategic accounts, including B2B clients, Official Training Partners (OTPs), and Academic Partners.

You will ensure seamless delivery of ISC2’s products and services; from booking through invoicing and fulfilment, whilst acting as an operational lead and point of escalation for customers. By managing post-sale activities and providing coverage for Account Executives (AEs), you will enable AEs to focus on net-new business and expansion.

You will also partner with additional key functions including sales, sales operations, customer experience and finance to optimise customer satisfaction and experience.

You will be based in the UK, but will support the entire EMEA region.

Customer Onboarding

• Lead structured onboarding for relevant partners and customers (multiple segments), to ensure a seamless post-sale transition
• 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
• Perform miscellaneous duties as assigned 

• 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

• 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

• 10-20% travel required; this may increase where needed and may be required on short notice. Travel may be also required domestically or internationally
• 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

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.