Island created the enterprise browser—embedding advanced security, IT and network controls, data protections, and application access into the browsing experience users expect. Island’s enterprise security and software technology experts are reimagining the future of work for the world’s largest, most dynamic enterprises. Island is backed by top investors including Canapi Ventures, Capital One Ventures, Cisco Investments, Citi Ventures, Coatue Management, Cyberstarts, EDBI, Georgian, Insight Partners, Prysm Capital, Sequoia Capital, ServiceNow Ventures, and Stripes.

We’re a team of hungry, high-character professionals from all backgrounds who came together to reinvent work for the modern enterprise. And we’re always looking for world-class human beings (not resumes) to join the movement.

We are looking for a passionate and experienced Customer Success Manager to join our International team based in the UK 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.

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.

Key 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 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.

Qualifications:

• 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.

Preferred experiences:

• 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.