Customer Success Manager

Overview

Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels.

Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and Linked In. When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment.

Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. 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. Learn more.

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.

• 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

• 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…