Senior Manager, Customer Success

About OffSec

Founded in 2006 by the creators of Kali Linux, OffSec (formerly Offensive Security) is the powerhouse behind the world’s most respected cybersecurity training and certifications. We don’t just teach theory—we live by our try harder ethos, delivering hands-on, real-world learning that builds elite defenders and closes the global infosec talent gap.

 

At OffSec, you’ll be part of a mission-driven team shaping the future of cybersecurity. With colleagues across 45+ countries, our community thrives on diversity, expertise, and passion—ranging from published authors and keynote speakers to government advisors and private-sector innovators.

Work from anywhere. Collaborate with brilliant minds. Push boundaries. If you’re ready to grow, make an impact, and be part of something bigger—join us.

 

The Job

Do you thrive on building powerful customer relationships, leading high-performing teams, and shaping the future of enterprise success? At OffSec, we’re not just teaching cybersecurity—we’re setting the global standard. Now, we’re looking for a bold, strategic, people-first leader to take our Enterprise Customer Success team to the next level.

 

Why This Role Rocks

As the Senior Manager of Customer Success, you won’t just manage accounts, you’ll orchestrate experiences. You’ll lead a global crew of powerhouse professionals, guiding the world’s top enterprise and government clients through onboarding, engagement, and long-term growth with OffSec’s elite training programs. Your mission? Make sure every customer feels like they’ve got a white-glove, high-touch partner who’s obsessed with their success.

 

This role is about impact. You’ll influence product direction, shape customer strategies, and stand at the intersection of sales, support, and innovation. You’ll help enterprises unlock the full value of OffSec’s training library, and make sure they keep coming back for more.

What You’ll Do (and Love)

• Lead a Global Dream Team – Manage and inspire a crew of customer success pros across the globe, ensuring flawless coverage and operational excellence.
• Be the Ultimate Connector – Break down silos and champion collaboration across product, marketing, sales, and support to keep the customer at the center of everything we do.
• Turn Data Into Gold – Define and track the metrics that matter most—retention, NPS, time to value, risk scores—and transform insights into strategies that drive measurable impact.
• Make Customers the Hero – Build a culture where customer happiness, loyalty, and lifetime value aren’t just goals—they’re our obsession.
• Own the Journey – Guide enterprise clients through every milestone: land, onboarding, adoption, expansion, and renewal, ensuring success at each step.
• Deliver White-Glove Magic – Craft and roll out success plans that make every client feel like VIP—consistent, seamless, and high-value.
• Power Up Support Channels – Deploy a sleek, enterprise-grade communication system that makes it easy for customers to connect, whether by email, live chat, or self-service.
• Drive Strategic Wins – Lead executive-level conversations and escalations with poise, turning challenges into trust-building moments and driving big-picture initiatives.
• Perfect the Handoff – Partner closely with sales to ensure that the customer experience doesn’t just start strong—it stays strong, from day one through renewal.

 

What You Bring to the Table

• Seasoned Leadership – 7+ years in customer success, account management, or support, with 3–5 years leading high-performing teams in enterprise or government environments.
• Enterprise Expertise – A proven track record of managing high-touch, complex enterprise clients and delivering measurable results in retention, growth, and satisfaction.
• People-First Manager – Strong coaching, mentoring, and team development skills—you know how to inspire, scale, and empower a global team.
• Data-Savvy Strategist – Comfortable with ticketing systems, analytics, and reporting tools—you use data not just to inform, but to take bold action.
• Executive Communicator – Exceptional written and verbal communication skills; confident presenting to and influencing senior leaders both internally and externally.
• Customer-Centric DNA – You instinctively think from the customer’s perspective and foster that same mindset across teams.
• Project Management Pro – Adept at juggling multiple priorities in a fast-paced environment, with the organizational chops to deliver on time and at a high standard.
• Change Agent – Comfortable driving transformation, shaping processes, and building frameworks that elevate the customer journey.
• Analytical Mindset – Skilled at interpreting customer data, identifying risks or opportunities, and converting insights into action.
• Agility + Resilience – Thrives in high-growth, ever-changing environments—balancing strategy with roll-up-your-sleeves execution.

 

Why Join OffSec?

Because at OffSec, you don’t just join a company—you join a movement. We’re passionate about cybersecurity, obsessed with our customers, and driven to push boundaries. You’ll have the autonomy to lead, the trust to innovate, and the support of a global team that’s as ambitious as you are.

Ready to lead with impact? Apply now and let’s redefine customer success—together.

 

Direct reports

This position will have up to multiple direct reports. 

 

EEO

OffSec provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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 protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.