Ross Duncan 🏝️

Captain
DISC Type : DS

International Customer Success Manager at Island

Greater London, England, United Kingdom

Overview

Ross is a customer success leader with over 10 years of experience, currently serving as the International Customer Success Manager at Island. Specializing in the cybersecurity sector, he focuses on value realization and driving hyper-growth for his clients. He holds a BSc in Business Information Technology and is described by colleagues as inspiring, calm, and highly organized.

He successfully led a customer success function through the complexities of two acquisitions and a company exit, demonstrating resilience and strong leadership through cultural change.

Personality Overview

Consummate Professional

Output-Driven

Long-Term Thinker

Reading between the lines and seeing beyond your words comes naturally to them.  They exhibit a rare combination of being result-oriented but patient at the same time. They might take some time to make their mind up but once they do, they don't change it easily.

Topics They Care About

Value Realization
This is a core theme in his professional headline and was the title of his talk at InfoSecurity Europe, focusing on security investment value.
Cybersecurity
His career focus for several years, with roles at Island, Heimdal, and Cybereason, shows a deep commitment to the cybersecurity space.
Customer Success
His entire career is built around this function, from individual contributor to leading global teams and shaping customer relationships for hyper-growth.

Media Appearances

Ross has no verified media appearances

Work History

4-2025
International Customer Success Manager at Island
12-2024 - 4-2025
Global Head of Customer Success at Heimdal®
8-2023 - 4-2025
Director, Customer Success UK & ROW at Heimdal®
8-2021 - 8-2023
Principal Customer Success Manager at Cybereason
1-2019 - 8-2021
Global Director of Customer Success at Huddle

Education

2006 - 2010
BSc Business Information Technology (Hons) from Northumbria University
Education details unavailable from Downham Market High School

More Information

Social Presence :

Prographics :

Exp : 16 Location : Greater London, England, United Kingdom Job Level : Middle Designation : International Customer Success Manager at Island
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Insights For Selling To Ross

During A Call Or A Meeting

DO's

  • Use phrases like 'your team deserves', 'best in class' etc.
  • Suggest clear next steps with confidence, don't be vague or hesitant
  • Stick to your standard pitch and qualifying script, don't try to wing it

DONT's

  • Don't take their patience for granted, avoid long-winding sermons
  • Don't shy away from asking hard questions, but be extra polite
  • Avoid putting conscious effort into relationship-building

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Ross is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Ross

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Ross move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Ross take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Ross

Personality Compatibility


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