Customer Success & Growth Manager

Job Description

EC-Council (www.eccouncil.org) is the world’s largest cyber security technical certification body. We operate in 145 countries globally and we are the owner and developer of various world-famous cyber security programs. We are proud to have trained and certified over 380,000 information security professionals globally that have influenced the cyber security mindset of countless organizations worldwide. About the Role: We are looking for a proactive and strategic Customer Success Manager to lead and optimize the customer journey from activation through long-term engagement. This role blends customer success principles with lifecycle marketing, ensuring that customers are not only satisfied and retained but are also continuously discovering added value through upsell opportunities. This role carries direct ownership of revenue expansion targets through u psell and cross-sell activities. You will be expected to align success strategies with business goals, contributing to both customer value and bottom-line impact. You will play a central role in orchestrating engagement campaigns, curating content to support adoption, and partnering closely with sales and product teams to drive customer outcomes and measurable revenue growth. Key Responsibilities: Customer Journey Ownership Map and manage the entire post-sale customer lifecycle — from onboarding to renewal and beyond. Identify key milestones and ensure customers are progressing toward their success goals. Upsell & Expansion Strategy Proactively identify upsell and cross-sell opportunities based on customer needs and product usage. Own and be accountable for customer-driven revenue growth targets. Partner with the sales team to convert expansion opportunities and deepen customer value. Campaign Management Design and run lifecycle campaigns (email, in-app, webinars, etc.) to improve product adoption and customer engagement. Leverage segmentation and automation tools to deliver the right message at the right time. Content & Enablement Develop or collaborate on onboarding guides, FAQs, playbooks, and educational content to support success at each stage of the customer journey. Ensure content supports product value realization and helps reduce support friction. Customer Advocacy & Relationship Building Serve as a trusted advisor and advocate for your customers. Conduct regular check-ins and success reviews to align on goals and measure outcomes. Analytics & Reporting Track key success metrics including product adoption, upsell revenue, churn risk, and customer health scores. Provide feedback and insights to internal teams to drive continuous improvement. Required Qualifications: 12+ years of experience in customer success, lifecycle marketing, or a related role. Demonstrated success in managing customer relationships and delivering against revenue or growth targets. Experience with customer success platforms Excellent communication skills and a knack for translating customer needs into actionable strategies. Strong project management and analytical capabilities. Additional Information: We are an equal opportunity workplace and an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status and we do not discriminate on the basis of such characteristics or on the basis of any other status that is protected by the laws or regulations in the locations where we work. EC-Council is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process and need reasonable accommodation to complete the process, please contact us at ecchr@eccouncil.org and let us know how we may assist you. To be eligible to apply for this job, you must be able provide proof that you are either a citizen of the country or have legal authorization to work in the country where this job is posted and must be residing in the same country. Our Privacy Policy outlines how we collect, use, and protect your personal data during the recruitment process. Please review it to understand our practices: EC-Council Privacy policy Show more Show less