Customer Success Manager

As a Customer Success Manager at Island, you will work with an assigned portfolio of customer accounts, alongside an Account Executive and a Systems Engineer (SE). 

You’ll be there to help our customers thrive, to understand their needs, provide tailored solutions, and drive the successful deployment & adoption of the Island browser through a proactive mindset and approach, ensuring they receive the highest level of service and support. Your goal is to build strong, long-lasting relationships and strong advocacy with our clients and help them achieve their business objectives. This will help foster further use-cases and expansion opportunities for product modules as well as additional users.

You will also help continue to define and iterate what customer success means at Island; with a passion to identify areas and opportunities of improvement; rolling your sleeves up to propose and build out frameworks, templates and processes.

We enjoy a hybrid working environment where we come together on a regular basis to our office in Green Park in Reading, but embrace a balance of working from home. There will be some domestic or European travel to the customer site.

• →Serve as the main point of contact for clients, addressing their needs and ensuring their satisfaction throughout their customer journey.
• →Develop and maintain strong relationships with stakeholders ranging the C-Level down to technical subject matter experts and project managers; understanding their business goals and challenges.
• →Provide proactive support and guidance to clients, helping them maximize the value of Island.
• →Ensuring technical support issues are being managed appropriately from our Support and SE teams.
• →Conduct regular check-ins and business reviews with clients to ensure they are on track to meet their goals.
• →Collaborate with internal teams, including Sales, Research & Development, Marketing and Support, to ensure a joined up comprehensive experience.
• →Work independently with a self-sufficient and proactive approach whilst adhering to established performance metrics and associated runbooks.
• →Identify opportunities for upselling and cross-selling additional products and services.
• →Monitor client usage and engagement, providing insights and recommendations for further product consumption.
• →Manage onboarding and training & enablement requirements, depending on different user personas, ensuring a smooth transition and successful adoption of our software.
• →Address and resolve client issues and concerns in a timely and effective manner.
• →Collect and analyze client feedback through Feature Request management to drive continuous improvement in our products and services.
• →Identify renewal risk and collaborate with internal teams to work on a remediation plan.

• Bachelor's degree in Computer Science, Business, or a related field.
• 4-10+ years of proven experience in customer success, account management, service delivery management or similar roles, preferably in the software industry; working in a high or mid customer touch model with less than 20 accounts per CSM.
• Project management including project plans and stakeholder status reporting.
• Understanding of cyber-security principles.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple clients and projects simultaneously.
• A proactive and results-oriented mindset.
• Exceptional follow-through with a knack for tracking details and ensuring tasks are completed to the highest standard.
• Ability to work independently and as part of a team.
• Proficiency in using CRM software such as Salesforce.

• Customer success tools such as Planhat or Gainsight.
• Software development lifecycle management tools such as JIRA.
• Knowledge of network security, end user experience and operational IT processes.
• Familiarity with IT support tools and ticketing systems.
• Able to discuss and demonstrate areas where you have been trained on a technology and applied it to solve problems.

The job description is subject to change with or without prior notice, and a reasonable accommodation may be requested to perform the essential functions of the job.

You can find information on how we process and protect your personal data in our Employee & Applicant Privacy Notice. For any privacy-related questions, contact us at privacy@island.io.