Enterprise Customer Success Remote

About Off Sec Founded in 2006 by the creators of Kali Linux, Off Sec (formerly known as Offensive Security) is the leading provider of continuous professional and workforce development, training, and education for cybersecurity practitioners. Off Sec's distinct pedagogy and practical, hands-on learning help organizations fill the infosec talent gap by training their teams on today’s most critical skills. Become a part of our global presence and work from anywhere.

With team members in over 40 countries, we believe in inspiring people of all backgrounds and communities. The Off Sec team is composed of diverse, internationally published authors, conference speakers, and seasoned information technology professionals from both the private sector and governments worldwide. Excited about our mission and what we do?

The Enterprise Care Specialist team provides the foundation for a long-term partnership with our Off Sec Enterprise clients regarding the training and certifications they have purchased. You will be guiding new and existing Enterprise accounts through education, setup, and the successful onboarding of our offerings into the account.

As an Enterprise Care Specialist, you will serve as a liaison with Off Sec sales and customer support teams, as well as other cross-functional departments for our Enterprise clients. You will own a portfolio of customers and their subscription health, driving the utilization of the Off Sec Training Library and our training courses in line with the customers desired outcomes and goals.

• Act as primary contact for Enterprise clients and establish strong partnership with stakeholders within client organizations.
• Refer Enterprise clients to sales if the clients intend to purchase more Off Sec offerings.
• Ensure that client inquiries and issues are dealt with in an efficient manner; inform management and sales representative(s) of any problems that may arise.
• Manage adherence to client expectations to ensure they receive the maximum benefit from our training and certification offerings.
• Drive early success for our new Enterprise clients and ensure a positive and productive start to a long relationship through specific proactive outbound efforts: account setup and customer onboarding.
• Facilitate activities for clients including regular call reviews, training and certification updates, and presentations to clients.
• Develop client success plans, identifying business goals and success measures, and driving the achievement of key milestones.
• Scheduled account reviews with sales representative on status.
• Establish and follow escalation procedures when necessary, ensure resolution and client satisfaction.
• Log inbound and outbound inquiries in the ticketing system to ensure accurate reporting of volume and documentation of issues.
• Work collaboratively with all peers and stakeholders to influence customer experience improvements.
• Other duties as assigned.

• Bachelor’s degree or equivalent
• 2-5 years in a customer facing support role, ideally working with enterprise corporate or government clients.
• Excellent organization, project management, and time management skills.
• Superior verbal and written communication skills.
• Exhibit exceptional interpersonal skills and professionalism.
• Ability to learn new technology quickly and efficiently.
• Ability to work in a fast-paced environment, meeting deadlines and managing multiple clients at a time.
• High attention to detail and analytical mindset.
• Strong administrative skills with experience managing documentation, trackers, and operational workflows.
• Advanced proficiency in Google Sheets, including building and maintaining trackers, dashboards, and structured data views.
• Experience tracking,…