Customer Success Manager at Island in Dallas, TX

Job description

Island is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely. Behind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume. Backed by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises. Come build with us. Together, we’re changing how the world works. Island is the ideal environment for enterprise work — security is everywhere without ever getting in the way. Island unifies AI enablement, network access, data protection, identity, and endpoint control into one coherent workspace, giving organizations universal visibility and control while delivering a fast, fluid, beautifully simple experience to users. It's not just a better way to secure work. It's a better way to work. Backed by Coatue Management, Insight Partners, Sequoia Capital, and others, and trusted by some of the largest enterprises on the planet, Island is redefining what the modern workplace can be. Recent Awards: 2026 - #28 + ONLY DFW Company on the CNBC Disruptor 50 List 2025 - #1 in LinkedIn's Top Startups of 2025 2025 - #6 in the 2025 Dallas 100™ Entrepreneur Awards 2025 - Forbes Cloud 100 We are looking for a passionate and experienced Customer Success Manager to join our North America team. This individual will work closely with our key strategic customers to ensure the successful deployment of our enterprise browser, achievement of business goals, and full adoption of our platform by end users. Role Overview As a Customer Success Manager at Island, you will manage an assigned portfolio of customer accounts alongside an Account Executive and a Systems Engineer (SE). You will help customers thrive by understanding their needs, providing tailored solutions, and driving the successful deployment and adoption of the Island browser through a proactive approach. Your goal is to ensure customers receive the highest level of service and support while building strong, long-lasting relationships and advocacy. You will help customers achieve their business objectives, fostering new use cases and identifying expansion opportunities across product modules and additional users. You will also play a key role in defining and evolving what customer success means at Island — identifying areas for improvement and rolling up your sleeves to propose and build frameworks, templates, and processes. This role will be based in our Dallas/Coppell headquarters, with some customer travel as required. What You’ll Do Serve as the main point of contact for clients, addressing their needs and ensuring satisfaction throughout their customer journey. Develop and maintain strong relationships with stakeholders ranging from C-level executives to technical subject matter experts and project managers, understanding their business goals and challenges. Provide proactive support and guidance to help clients maximize the value of Island. Ensure technical support issues are appropriately managed in collaboration with Support and SE teams. Conduct regular check-ins and business reviews to ensure clients are on track to meet their goals. Collaborate with internal teams, including Sales, Research & Development, Marketing, and Support, to deliver a seamless and comprehensive customer experience. Work independently with a proactive approach while adhering to established performance metrics and runbooks. Identify opportunities for upselling and cross-selling additional products and services. Monitor client usage and engagem