Island

Customer Success Manager – International

Island

full-time

Posted on:

Location Type: Hybrid

Location: Reading • United Kingdom

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About the role

  • 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.

Requirements

  • 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
  • Project management including project plans and stakeholder status reporting.
  • Understanding of cyber-security principles.
  • Strong interpersonal and communication skills
  • 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.
Benefits
  • Health insurance
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementservice delivery managementproject managementcyber-security principlesanalytical skillsproblem-solvingCRM software
Soft Skills
interpersonal skillscommunication skillsproactive mindsetresults-orientedattention to detailability to manage multiple clientsability to work independentlyteam collaboration
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Business