Island

Customer Success Manager

• 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.

Customer Success Manager – International