Customer Success Manager

Incident IQ•Atlanta, GA

1d•Hybrid

About The Position

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.

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
Technology skills in Zoom, Google Suite required
Travel: 10%

Nice To Haves

Experience in systems like Incident IQ, Gainsight, Fathom, AzureDevOps, Confluence, Lattice, Slack, is a plus
Experience in managing renewals is a plus

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.