Customer Success Manager

Summary

Incident IQ is a workflow management platform built exclusively for K-12 districts. The Customer Success Manager serves as the primary contact for customers, managing renewals and onboarding, driving product adoption, analyzing customer data, delivering training, advocating for customer needs, and coordinating issue resolution.

Responsibilities

• Own the renewal lifecycle for assigned strategic accounts, including contract management, forecasting, and execution
• Provide data-driven insights and reporting on renewal performance and customer health metrics
• Develop strategies to improve renewal rates and reduce churn
• Maintain accurate records of customer interactions and renewal stages in CRM tools (e.g., Salesforce, Gainsight)
• Lead the onboarding process for add on products with existing customers
• Collaborate with the implementation and sales teams to ensure successful handoff between teams
• Develop a deep understanding of each customer's unique goals and challenges
• Proactively manage and grow a portfolio of K12 education customer accounts
• Conduct regular check-ins with customers to assess their needs and provide ongoing support
• Become a subject matter expert on our products, features, and updates
• Educate customers on best practices and help them leverage our solutions to achieve their objectives
• Utilize data and metrics to track customer usage, identify trends, and recommend strategies to optimize customer satisfaction and product utilization
• Plan and deliver training sessions, webinars, and in person meetings to educate customers on how to use our software effectively
• Serve as the voice of the customer within Incident IQ, providing feedback to the product team
• Advocate for customer needs and requests to ensure they are addressed promptly
• Act as a liaison between the customer and our support team, ensuring that any issues or concerns are addressed promptly and effectively

Skills

• * Bachelor's degree in Education, Business, or a related field
• * Ability to build and maintain strong, trust-based customer relationships
• * Outstanding time management and organization skills
• * Collaboration with various teams daily such as Support, Implementation, Sales, Product, Engineering
• * Exceptional communication and interpersonal skills
• * Strong problem solving abilities and ability to be an independent learner
• * Technology skills in Zoom, Google Suite required
• * Travel: 10%
• * 3-5 years of experience in customer success, account management, or a similar role, preferably in the SAAS/K12 industry
• * Experience in systems like Incident IQ, Gainsight, Fathom, AzureDevOps, Confluence, Lattice, Slack, is a plus
• * Experience in managing renewals is a plus

Qualifications

Must Haves

• * Bachelor's degree in Education, Business, or a related field
• * Ability to build and maintain strong, trust-based customer relationships
• * Outstanding time management and organization skills
• * Collaboration with various teams daily such as Support, Implementation, Sales, Product, Engineering
• * Exceptional communication and interpersonal skills
• * Strong problem solving abilities and ability to be an independent learner
• * Technology skills in Zoom, Google Suite required
• * Travel: 10%

Nice to Haves

• * 3-5 years of experience in customer success, account management, or a similar role, preferably in the SAAS/K12 industry
• * Experience in systems like Incident IQ, Gainsight, Fathom, AzureDevOps, Confluence, Lattice, Slack, is a plus
• * Experience in managing renewals is a plus

Benefits

• Medical insurance for full-time employees
• Dental insurance for full-time employees
• Vision insurance for full-time employees
• Life insurance for full-time employees
• 401(k) match for full-time employees
• Paid time off (PTO) for full-time employees
• Whole-person growth and opportunities to develop personally and professionally
• Excellent work/life balance
• Remote work option
• Downtown Atlanta office location and an office at Halcyon in Alpharetta