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ISI
ISI
51 – 200 Employees
Skilled Worker Visa SponsorConsultingCybersecurityDefense
ISI provides cybersecurity, compliance, and managed IT services for defense contractors. The company helps clients address CMMC and NIST requirements, streamline security programs, and manage personnel clearances through Facility Security Officer support. Its consultative work connects regulatory compliance with the day-to-day security needs of defense businesses.
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Customer Success Manager, Managed Services

Own renewals, account health, and executive engagement for ISI’s managed services customers. Coordinate internal teams and support cybersecurity, compliance, and service expansion.

USUnited StatesVAVirginia
$85,000 – $100,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
Cyber Security

Description

  • Manage customer relationships across an assigned portfolio of managed services accounts.
  • Build productive relationships with customer stakeholders and decision-makers.
  • Stay informed about customer priorities, business changes, service concerns, and satisfaction drivers.
  • Lead recurring business reviews, success check-ins, and customer calls.
  • Explain service activity, project progress, support trends, and outcomes in terms of value to customers.
  • Provide high-touch engagement and executive communication for strategic and enterprise-style customers.
  • Manage renewal readiness and help shape renewal plans for assigned accounts.
  • Spot retention risks and coordinate with leadership, finance, sales, and service teams before renewals.
  • Work across Support, Engineering, PMO, Compliance, Cybersecurity, and other internal groups.
  • Escalate complex account issues and help drive them toward resolution.
  • Track action items, team commitments, and follow-ups across departments.
  • Assess customer health through service signals, engagement, escalations, stakeholder participation, and renewal outlook.
  • Keep account records, notes, risk indicators, customer updates, and next steps current in internal systems.
  • Identify recurring issues and portfolio trends, then share practical recommendations with leadership.
  • Help improve business reviews, customer success processes, account segmentation, and health and risk reporting.
  • Find opportunities to strengthen alignment, broaden service adoption, and grow accounts.
  • Work with sales and leadership on expansion discussions for managed services, compliance, cybersecurity, and related offerings.

Requirements

  • Provide proof of U.S. citizenship before hire.
  • At least 3 years of experience in customer success, account management, account coordination, or a similar customer-facing role.
  • Experience managing ongoing customer relationships, renewals, escalations, or service accounts in a B2B setting.
  • Strong written and verbal communication skills.
  • Strong organizational skills and ability to manage multiple accounts, priorities, and follow-up tasks effectively.
  • Ability to collaborate across teams and influence outcomes without direct authority.
  • Preferred: Experience in an MSP, outsourced IT, managed services, or technology services environment.
  • Preferred: Experience supporting customers with IT support, Microsoft 365, infrastructure, cybersecurity, or compliance-related services.
  • Preferred: Experience with strategic or enterprise accounts, executive business reviews, and proactive renewal planning.
  • Preferred: Familiarity with NIST, CMMC, or audit-readiness support.
  • Preferred: Experience with CRM, ticketing, or service management tools such as Halo or similar platforms.
  • Ability to commute reliably to or relocate to Herndon, Virginia.
  • Hybrid schedule with on-site work at the Herndon office at least one day per week.

Benefits

  • Medical, dental, and vision insurance, with FSA and HSA options.
  • Paid time off.
  • 11 paid holidays.
  • Paid parental and military leave.
  • Life and disability insurance.
  • 401(k) with employer match.
  • Perks and discount programs.
  • Casual, friendly, relaxed work environment.
  • Flexible hybrid and remote work schedules.
  • Support and encouragement for professional development.

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