Customer Success Manager

Island•Dallas, TX

26d•Onsite

About The Position

Island is seeking a Customer Success Manager to join its North America team and work with key strategic customers. The role focuses on successful deployment of Island’s enterprise browser, achievement of customer business goals, and adoption of the platform by end users. The Customer Success Manager manages an assigned portfolio alongside an Account Executive and Systems Engineer, building customer relationships and providing proactive guidance, tailored solutions, and support. The role also aims to foster new use cases, identify expansion opportunities, and help define and improve Island’s customer success frameworks, templates, and processes. The position is based at Island’s Dallas/Coppell headquarters, with customer travel as required. It involves working across customer stakeholders and internal teams to deliver a high-quality customer experience, promote adoption, address issues, and support renewals.

Requirements

Bachelor’s degree in Computer Science, Business, or a related field.
2–10+ years of proven customer success experience, preferably in the software industry, in a high-touch or mid-touch model with fewer than 20 accounts per CSM.
Project management experience, including developing project plans and stakeholder status reporting.
Understanding of cybersecurity 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.
Proactive, results-oriented mindset.
Exceptional follow-through, attention to detail, and execution.
Ability to work independently and collaboratively within a team.
Proficiency with CRM software such as Salesforce.

Nice To Haves

Experience with customer success platforms such as Planhat or Gainsight.
Experience with software development lifecycle tools such as JIRA.
Knowledge of network security, end-user experience, and operational IT processes.
Familiarity with IT support tools and ticketing systems.
Ability to clearly discuss and demonstrate how you have been trained on a technology and applied it to solve real-world problems.

Responsibilities

Serve as the main point of contact for clients and address their needs throughout the customer journey.
Build and maintain relationships with stakeholders from C-level executives to technical subject matter experts and project managers, understanding their goals and challenges.
Provide proactive support and guidance to help clients maximize the value of Island.
Coordinate management of technical support issues with Support and Systems Engineer teams.
Conduct regular customer check-ins and business reviews to track progress toward client goals.
Collaborate with Sales, Research & Development, Marketing, Support, and other internal teams to deliver a seamless customer experience.
Work independently and proactively while following established performance metrics and runbooks.
Identify opportunities to upsell and cross-sell products and services.
Monitor customer usage and engagement, and recommend ways to increase product adoption.
Manage onboarding, training, and enablement for different user personas.
Address and resolve client issues in a timely and effective manner.
Collect and analyze customer feedback, including feature requests, to support product and service improvements.
Identify renewal risks and collaborate with internal teams on remediation plans.
Help evolve customer success at Island by identifying improvements and developing frameworks, templates, and processes.