Enterprise Customer Success

About the role

As an Enterprise Care Specialist, you will guide new and existing Enterprise accounts through education, setup, and the successful onboarding of OffSec offerings. You will serve as a liaison with OffSec sales, customer support, and other cross-functional departments for our Enterprise clients. You will own a portfolio of customers and their subscription health, driving the utilization of the OffSec Training Library and training courses in line with the customers’ desired outcomes and goals.

Responsibilities

• Act as primary contact for Enterprise clients and establish strong partnerships with stakeholders within client organizations.
• Refer Enterprise clients to sales if they intend to purchase more OffSec offerings.
• Ensure client inquiries and issues are dealt with efficiently; inform management and sales representatives of any problems that may arise.
• Manage adherence to client expectations to ensure they receive maximum benefit from training and certification offerings.
• Drive early success for new Enterprise clients through proactive outbound efforts: account setup and customer onboarding.
• Facilitate activities for clients including regular call reviews, training and certification updates, and presentations.
• Develop client success plans, identifying business goals and success measures, and driving the achievement of key milestones.
• Conduct scheduled account reviews with sales representatives on status.
• Establish and follow escalation procedures when necessary to 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.
• Perform other duties as assigned.

Requirements

• 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.
• 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 once.
• 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, analyzing, and managing metrics and KPIs to support reporting and decision-making.

Working conditions

This role is remote and a full-time salaried position.