Malcolm Petersen

About Malcolm Petersen

Experienced Enterprise Customer Success Manager with a strong foundation in SaaS and cybersecurity, focused on helping global organizations realize long-term value from their technology investments. I have over a decade of experience supporting complex customer environments across SHI, AppDynamics, Zscaler, and now Island, where I partner closely with stakeholders to drive adoption, retention, and growth.My approach combines strategic relationship management with a deep understanding of enterprise IT, enabling me to align solutions with evolving customer needs. Passionate about delivering measurable outcomes, building trust, and translating technical capabilities into business value.

Experience

1. Customer Success Manager

   Island

   Mar 2024 — Present · Dallas-Fort Worth, TX, US

   Manage a strategic portfolio of 12–15 Enterprise clients, with a primary focus on the Financial Services and Telecom sectors. Partner with senior stakeholders—including CISOs, VPs, Directors, and Managers—across Security, End User Computing, and Networking to understand business priorities and deliver measurable value through the Island platform. Lead and execute high-impact engagements such as onsite QBRs (Quarterly Business Reviews) and Executive Briefings (EBCs), aligning outcomes to client success metrics. Own end-to-end deployment planning in close collaboration with client PMOs to ensure successful and timely rollouts. Collaborate with Account Sales teams to identify and support Upsell and Cross-sell opportunities within existing accounts. Act as a customer advocate by identifying pain points and coordinating across Product Management and Support teams to resolve issues and accelerate value realization.

Education

• Baylor University - Hankamer School of Business

  Bachelor of Business Administration (B.B.A.), Marketing

  2009 — 2013

• Baylor University

  Bachelor of Business Administration, Marketing

  2009 — 2013

Skills

• Social Networking
• Enjoy Working with People
• Microsoft Excel
• Powerpoint
• Customer-Focused Service
• Direct Marketing
• Crm
• Real Estate Sales License
• Strong Memory
• Relationship Developer
• Leadership
• Social Media
• Cross-Functional Team Leadership
• Marketing
• Salesforce.com
• Microsoft Office
• Sales
• Market Research
• Customer Service
• Account Management
• Microsoft Word
• Management
• Happy
• Eagle Scout
• Retail Sales Experience
• Corporate Communications
• Customer Relationship Management (Crm)
• Public Speaking
• Confident