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Island is seeking a Customer Success Manager to join its North America team in Dallas/Coppell. You will manage a portfolio of enterprise customer accounts, working alongside Account Executives and Systems Engineers to ensure successful deployment and adoption of Island's enterprise browser platform.
In this role, you'll serve as the primary point of contact for assigned customers, understanding their business objectives and ensuring they maximize value from the Island platform. You'll conduct regular business reviews, monitor usage and engagement, and provide proactive guidance on product adoption across different user personas. You'll manage onboarding and training, address technical issues in collaboration with support teams, and identify expansion opportunities across product modules and additional users.
You'll also contribute to defining and improving Island's customer success processes—proposing frameworks, templates, and best practices. This includes identifying renewal risks, collecting customer feedback for product improvement, and collaborating cross-functionally with Sales, R&D, Marketing, and Support to deliver a seamless customer experience.
The role requires managing multiple clients and projects simultaneously, with strong attention to detail and execution. You'll work independently while adhering to performance metrics and runbooks. Some customer travel is expected.
Required qualifications include a Bachelor's degree in Computer Science, Business, or related field; 2–10+ years of customer success experience (preferably in software, high-touch or mid-touch models with fewer than 20 accounts); project management experience; understanding of cybersecurity principles; strong interpersonal and communication skills; proficiency with CRM software like Salesforce; and ability to manage multiple priorities. Preferred experience includes customer success platforms (Planhat, Gainsight), SDLC tools (JIRA), network security knowledge, and IT support tools familiarity.
