Customer Success Manager (Account Manager) - USA

Location: USA (Remote)

Salary: $80 000 - $90 000 plus commission

About Cognisys

Cognisys is a cybersecurity company specialising in penetration testing, GRC consulting and managed security services. We help businesses strengthen their security, manage risk and navigate complex compliance requirements.

Our team spans 10 countries, supporting over 1,100 clients across more than 40 countries.

We pride ourselves on our customer service, forward-thinking approach and commitment to excellence. From CREST-accredited penetration testing and vulnerability management to helping businesses achieve compliance with frameworks such as ISO 27001 and SOC 2, we work closely with our clients to deliver practical solutions that make a real difference.

The Opportunity

We’re looking for an Account Manager / Customer Success Manager to join our existing business sales team in the United States. You’ll take ownership of a portfolio of established North American clients, building strong relationships, supporting their evolving cybersecurity needs and identifying opportunities to grow our partnerships.

This is a relationship-led, commercially focused role. You’ll be responsible for understanding your clients’ priorities, ensuring they receive value from our services, managing renewals and working with our consulting and delivery teams to identify opportunities for further support.

You’ll act as a trusted point of contact for your accounts, helping clients navigate their security and compliance priorities while ensuring they receive a consistent, high-quality experience from Cognisys.

About You

We’re looking for someone who enjoys building relationships, understands the commercial side of account management and takes pride in delivering a great client experience.

You’ll be comfortable managing existing accounts, identifying opportunities for growth and coordinating with different teams to ensure clients receive the right support. You’ll also be proactive in your approach, able to manage competing priorities and confident communicating with a range of stakeholders.

You don’t need to be a cybersecurity expert, but an interest in the industry and a willingness to learn about our services will be important.

Essential Skills & Experience

• Account Management & Client Relationships – Experience managing existing client accounts, building trusted relationships and maintaining regular engagement with key stakeholders.

• Account Growth & Retention – The ability to identify upsell and cross-sell opportunities, support account growth and manage renewals and contract extensions.

• Commercial Awareness – An understanding of revenue retention, account development, pipeline management and the importance of meeting commercial objectives.

• Client Service & Problem-Solving – A proactive, solutions-focused approach to client needs, with the ability to identify issues early and coordinate appropriate action.

• Cross-Functional Collaboration – Experience working with internal teams, such as project management, consulting, technical delivery or sales, to meet client expectations.

• Communication & Stakeholder Management – Clear written and verbal communication skills, with the confidence to engage clients and internal stakeholders professionally.

• Organisation & Attention to Detail – The ability to manage multiple accounts, maintain accurate CRM records and keep on top of renewals, contracts and follow-up actions.

• Remote & International Working – The ability to work independently, manage priorities and collaborate effectively with colleagues across different locations and time zones.

Desirable Skills & Experience

• Experience in the cybersecurity, IT services or technology sector.

• Exposure to services such as penetration testing, vulnerability management, managed security services or GRC consulting.

• Familiarity with security and compliance frameworks such as ISO 27001 and SOC 2.

• Experience using a CRM system to manage account activity, opportunities, renewals and pipeline reporting.

• Experience managing North American business customers and familiarity with the expectations of the US B2B services market.

If you think you can deliver but don't match every requirement above, please don't be put off. We're open-minded and value ability, attitude and willingness to learn alongside relevant experience.

What Success Looks Like

• Building trusted, long-term relationships with NAMER clients and becoming a reliable point of contact for their needs.

• Retaining and growing your portfolio through successful renewals, contract extensions and relevant upsell and cross-sell opportunities.

• Understanding client objectives and identifying where Cognisys’ services can provide additional value.

• Working closely with consulting and delivery teams to ensure clients receive a consistent, high-quality experience.

• Maintaining accurate account plans, CRM records and pipeline information to support effective decision-making.

• Identifying potential risks to client satisfaction or retention early and taking ownership of resolving them.

• Supporting predictable revenue retention and sustainable growth across your portfolio.
  

Why Join Us?

At Cognisys, you will be part of a collaborative and innovative team that values your input and shares support. You'll have the opportunity to work on challenging projects that make a real impact for our clients. We'd love to hear from you if you want to challenge, lead and innovate! We're not just about the work; we're about the people. Join a team where innovation is celebrated, and your contributions are valued. We foster a collaborative environment where fresh ideas thrive, and professional growth is encouraged.

What We Offer:

• Annual Leave: 22 days PTO per year plus 11 American bank holidays.

• Additional Leave: 1 day of paid leave for your Birthday.

• Health & Wellbeing: Individual access to a healthcare and life insurance plan and an employee mental health and wellbeing platform.

• Pension: 2% employer contributions to the Fidelity 401k scheme in accordance with statutory requirements.

• Professional Development: £2,000 annual training budget to support your continued learning and career growth.

• Referral Bonus: help to grow our team and earn up to £2,000 per successful referral.

Applications

We’re always happy to help with questions, but to keep our process fair for everyone, we’re unable to accept applications via email—please apply directly through the job advert page.

Please feel free to reach out to Andrea, our Talent Acquisition Lead, if you would like any further information, to discuss accessibility requirements, or if you require this information provided in an alternative format – andrea.smith@cognisys.co.uk

We welcome applications from candidates from a range of diverse backgrounds and can make various reasonable adjustments to consider individual needs.