Customer Success Manager

This role will be based in our Dallas/Coppell headquarters, with some customer travel as required.

What You’ll Do

• Serve as the main point of contact for clients, addressing their needs and ensuring satisfaction throughout their customer journey.

• Develop and maintain strong relationships with stakeholders ranging from C-level executives to technical subject matter experts and project managers, understanding their business goals and challenges.

• Provide proactive support and guidance to help clients maximize the value of Island.

• Ensure technical support issues are appropriately managed in collaboration with Support and SE teams.

• Conduct regular check-ins and business reviews to ensure clients are on track to meet their goals.

• Collaborate with internal teams, including Sales, Research & Development, Marketing, and Support, to deliver a seamless and comprehensive customer experience.

• Work independently with a proactive approach while adhering to established performance metrics and runbooks.

• Identify opportunities for upselling and cross-selling additional products and services.

• Monitor client usage and engagement, providing insights and recommendations to drive further product adoption.

• Manage onboarding, training, and enablement across different user personas to ensure smooth transitions and successful adoption.

• Address and resolve client issues in a timely and effective manner.

• Collect and analyze feedback, including feature requests, to drive continuous product and service improvement.

• Identify renewal risk and collaborate with internal teams to develop remediation plans.

What You Bring

• Bachelor’s degree in Computer Science, Business, or a related field.

• 2–10+ years of proven experience in customer success, preferably in the software industry, working 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.

• A proactive, results-oriented mindset.

• Exceptional follow-through, with strong attention to detail and execution.

• Ability to work independently and collaboratively within a team.

• Proficiency with CRM software such as Salesforce.

Preferred Experience

• 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’ve been trained on a technology and applied it to solve real-world problems.

Benefits and Per

ks

• Medical, dental, vision

• Company paid Life and AD&D Insurance

• Company paid STD and LTD Insurance

• 401(k) with company contributions

• Paid Time Off & 9 Company Holidays

• In-office wellness instructor and daily lunches (for office-based roles)

Physical Environment

This position requires the ability to perform sedentary work, which involves exerting up to 10 pounds of force occasionally, and/or a negligible amount of force to lift, carry, push, pull, or otherwise move objects as needed. The employee will primarily operate standard office equipment and keyboards, and may require close visual acuity for tasks like analyzing data and reading extensive text.

Island is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

E-Verify

Island Technology participates in E-Verify.For additional information please review the E-Verify Participation & Right to Work Poster from the Department of Homeland Security

General Disclosure

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.

Data Privacy

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