Customer Success Manager leading a team for trial enablement and adoption in law firms. Collaborating with Sales, Marketing, and Product for enhanced customer engagement and onboarding strategies.
About the role
- Customer Success Manager ensuring successful deployment of Island's enterprise browser for strategic customers. Building relationships and driving client satisfaction while optimizing product use and success metrics.
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 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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