Customer Success Manager

Job Description

Job Description

Company Overview:

About Us:
Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students.

Purpose:
Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We're focused on delivering the tools, support, and partnerships that help make that vision a reality.

Mission:
Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We're reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education.

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%

What makes Incident IQ different:

• We facilitate whole-person growth where employees can develop personally as well as professionally.
• We offer an energetic and collaborative environment; everyone's opinion matters!
• We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
• We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta!

Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).

Incident IQ is an Equal Opportunity Employer