Manager, Customer Success

Manager, Customer Success

We are seeking a strategic and people-centric Manager of Customer Success to lead and scale a high-performing regional pod. This role focuses on architectural leadership, transitioning from tactical account execution to the design of long-term operational frameworks that drive team-wide excellence. You will partner closely with other Managers of Customer Success and your team to synthesize real-time product roadblocks into scalable process improvements, ensuring our engagement strategies remain agile and effective.

As a key organizational leader, you will provide the deep-level coaching and career calibration necessary to drive industry-leading retention (GRR/NRR) while architecting a proactive, culture rich environment where both our customers and our team can thrive.

Manager, Customer Success Responsibilities:

• Lead, coach, and develop the team of Customer Success Managers (CSMs) to drive strong customer relationships and successful outcomes.
• Define and implement scalable processes for onboarding, engagement, renewal, and advocacy.
• Monitor and analyze customer health metrics, and proactively address risks and opportunities across the customer lifecycle.
• Partner with Sales, Product, Support, and Marketing to ensure alignment and a consistent customer experience.
• Own customer retention and renewal KPIs, and drive strategies to increase Net Revenue Retention (NRR).
• Serve as an escalation point for complex customer issues and strategic accounts related to the business relationship/renewal.
• Continuously gather and share customer feedback to inform product development and roadmap planning.
• Provide regular reporting and insights on team performance, customer satisfaction (CSAT), NPS, and other success metrics.
• Coach and work alongside the Team Lead as it relates to roadblocks and other issues inhibiting maximum team performance.
• Champion a customer-centric culture across the organization.
• Conduct 1:1s, evaluations, growth discussions and OKR building for direct reports including CSM/Senior CSM roles.
• Work with other Managers and the Director of Customer Success on processes, procedures, strategic decisions and territory assignment based on team needs/objectives.

Manager, Customer Success Requirements:

• 5+ years of experience in Customer Success or Account Management, including 2+ years in a people management or team lead role.
• Proven success in driving customer retention, account growth, and satisfaction in a B2B (preferably SaaS) environment.
• Strong leadership skills with a track record of building and mentoring high-performing teams.
• Excellent communication, presentation, and stakeholder management skills.
• Data-driven with experience using CRM and CS platforms (e.g., Salesforce, Gainsight, Totango, ChurnZero).
• Strategic thinker with the ability to execute tactical plans and influence cross-functional teams.

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