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- Tasks: Be the go-to person for clients, ensuring their success and satisfaction with our software.
- Company: Join Island, a forward-thinking tech company focused on customer success.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference by helping clients achieve their goals and maximise their software use.
- Qualifications: Experience in customer success or account management, with strong communication skills.
- Other info: Dynamic role with travel opportunities and a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
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 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 from 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.
- Ensure 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.
Customer Success Manager employer: Island
Contact Detail:
Island Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss specific examples of how you've improved customer satisfaction or driven success in previous roles. We want to see your passion for customer success shine through!
✨Tip Number 3
Don’t forget to follow up! After interviews or networking events, drop a quick thank-you email. It shows your enthusiasm and keeps you on their radar. Plus, it’s a great way to reiterate your interest in the role.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us at StudySmarter. It gives you a better chance to stand out and show us why you're the perfect fit for the team.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in customer success, account management, and any relevant software industry roles. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how you can help our clients thrive. Be sure to mention any specific experiences that relate to the responsibilities outlined in the job description.
Showcase Your Problem-Solving Skills: In your application, don’t shy away from sharing examples of how you've tackled challenges in previous roles. We love seeing candidates who can think on their feet and come up with creative solutions, especially in a customer-focused environment.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at Island
✨Know Your Customers
Before the interview, research the company’s customer base and understand their needs. Be ready to discuss how you would approach building relationships with clients, especially at different levels of an organisation, from C-Level executives to technical teams.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled challenges in previous roles. Highlight your analytical skills and how you've used them to improve customer satisfaction or streamline processes. This will demonstrate your proactive mindset and ability to drive results.
✨Familiarise Yourself with Tools
Brush up on CRM software like Salesforce and customer success tools such as Planhat or Gainsight. If you have experience with JIRA or IT support systems, be prepared to discuss how you've used these tools to manage projects and enhance client experiences.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to customer success and how they measure it. This shows your genuine interest in the role and helps you gauge if the company’s values align with yours, especially regarding continuous improvement and client engagement.
