Customer Success Manager

Island•Coppell, TX

12h•Onsite

About The Position

What if the enterprise had complete control over the browser? What would it mean for security, for productivity, for work itself? Introducing Island, the Enterprise Browser - the ideal enterprise workplace, where work flows freely while remaining fundamentally secure. With the core needs of the enterprise naturally embedded in the browser itself, Island gives organizations complete control, visibility, and governance over the last mile, while delivering the same smooth Chromium based browser experience users expect. Led by experienced leaders in enterprise security and browser technology and backed by leading venture funds -- Insight Partners, Sequoia Capital, Cyberstarts and Stripes Capital -- Island is redefining the future of work for some of the largest, most respected enterprises in the world. Island has been chosen as one of LinkedIn's Top Startups of 2024 in Dallas. We are looking for a passionate and experienced Customer Success Manager to join our North America team who will be working closely with our key strategic customers ensuring successful deployment of our enterprise browser; ensuring our clients have achieved their business goals and that their end users are fully leveraging our platform. Role Overview: 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. This role will be based in our Dallas/Coppell Headquarters, with some customer travel when required.

Requirements

Bachelor's degree in Computer Science, Business, or a related field.
2-10+ years of proven experience in customer success, preferably in the softwareindustry; 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.

Nice To Haves

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.

Responsibilities

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, 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 feedback through Feature Request management to drive continuous improvement in our products and service.
Identify renewal risk and collaborate with internal teams to work on a remediation plan.