Middle Customer Success Manager

Title: Customer Success Manager Location: Incident IQ HQ (Atlanta) OR Remote

Customer Success Manager Overview:

As a Customer Success Manager at Incident IQ, you will play a pivotal role in ensuring the success and satisfaction of our K12 customers. You will be the primary point of contact for our customers, guiding them in maximizing the value of our SAAS products and services. Your goal will be to foster strong, long-lasting relationships, drive product adoption, and advocate for the needs of our customers within our organization. Your proactive communication, excellent time management and problem-solving skills, and ability to be a motivated self-learner and understand and address customer needs will be critical in helping our clients achieve their goals.

Customer Success Manager Responsibilities: 

Renewals Management:

• 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)

Customer Onboarding:

• Lead the onboarding process for add on products with existing customers
• Collaborate with the implementation and sales teams to ensure successful handoff between teams

Proactive Account Management:

• 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.

Product Adoption:

• 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.

Data Analysis:

• Utilize data and metrics to track customer usage, identify trends, and recommend strategies to optimize customer satisfaction and product utilization.

Customer Training:

• Plan and deliver training sessions, webinars, and in person meetings to educate customers on how to use our software effectively.

Customer Advocacy:

• 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.

Issue Resolution:

• Act as a liaison between the customer and our support team, ensuring that any issues or concerns are addressed promptly and effectively.

Customer Success Manager Requirements:

• Bachelor's degree in Education, Business, or a related field.
• 3-5 years of experience in customer success, account management, or a similar role, preferably in the SAAS/K12 industry
• 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
• Experience in systems like Incident IQ, Gainsight, Fathom, AzureDevOps, Confluence, Lattice, Slack, is a plus
• Technology skills in Zoom, Google Suite required
• Experience in managing renewals is a plus
• Travel: 10%