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Customer Success Manager

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Island

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Location:
Israel , Tel Aviv

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Customer Success Manager at Island, you will work with an assigned portfolio of customer accounts, alongside an Account Executive and a Solutions Engineer (SE). You’ll be there to help our customers thrive, to understand their needs, provide tailored solutions, and drive the successful deployment & adoption of the Island browser through a proactive mindset and approach, ensuring they receive the highest level of service and support. Your goal is to build strong, long-lasting relationships and strong advocacy with our clients and help them achieve their business objectives. This will help foster further use-cases and expansion opportunities for product modules as well as additional users. 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 are looking for a passionate and experienced Customer Success Manager to join our International team who will be working closely with our key strategic customers ensuring successful deployment of our enterprise browser; ensuring our clients have achieved their business goals and that their end users are fully leveraging our platform.

Job Responsibility:

  • 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
  • 4-5 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
  • Excellent business level Hebrew & English skills
  • written and spoken
  • Project management including project plans, RAID analysis, 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 or MS-Dynamics

Nice to have:

  • Customer success tools such as Planhat or Gainsight
  • Software development lifecycle management tools such as JIRA
  • Knowledge of network and security devices such as Okta, ZScaler and SIEM
  • Familiarity with IT support tools and ticketing systems

Additional Information:

Job Posted:
January 06, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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