Customer Success Manager

Customer Success Manager

Case IQ is a leading B2B SaaS company in the governance, risk, and compliance (GRC) space, helping organizations build safer, more accountable workplaces. We offer a comprehensive suite of solutions that enable organizations to move from reactive approaches to proactive risk management. Our software helps teams across compliance, HR, legal, and investigations report, manage, investigate, and prevent workplace risk - including ethics violations, fraud, harassment, discrimination, security incidents, and third-party issues - so they can better protect their people, culture, and business.

Backed by over 25 years of domain expertise and trusted by Fortune 500 companies, Case IQ has supported the management of millions of cases and helped mitigate billions in financial and reputational risk.

The Customer Success Manager (CSM) serves as a strategic partner and trusted advisor to Case IQ customers throughout their journey reporting directly to the Director of Customer Success. The CSM builds strong, long-term relationships by understanding each customer's goals, driving product adoption, delivering measurable value, and ensuring an exceptional customer experience.

Acting as the primary bridge between the customer and internal teams—including Sales, Support, Product, Marketing, and Professional Services—the CSM ensures customer needs are clearly understood and addressed. They proactively identify risks, resolve challenges, advocate for customers, and coordinate internal resources to support successful outcomes.

The CSM also contributes directly to Case IQ's growth by strengthening customer loyalty, improving retention, supporting renewals, and identifying opportunities for expansion. Success in this role requires a proactive, consultative approach and the ability to turn customer insights into actionable strategies that increase adoption, maximize value, and reduce churn.

AI-Forward Ways of Working

At Case IQ, AI is part of how we work. We value people who are curious, adaptable, and open to using AI responsibly to improve efficiency, quality, and decision-making. Across all roles, we look for strong human judgment, problem-solving, collaboration, and the ability to thoughtfully apply AI tools while reviewing outputs for accuracy, context, and business impact.

What You'll Do

• Take ownership of the long-term customer relationship post onboarding, with the goal of driving long-term retention and customer satisfaction
• Funnel customer feedback throughout the organization to the appropriate functions in order stay in front of the market on new application features and to drive continuous process improvement through the company
• Examples would include working with our product team on new feature requests and working with our account management group to pass along upsell opportunities that you've identified
• Primary focus will be outbound customer communication to drive application education and usage, expand user base, deliver best practice examples, etc.
• Secondary focus will be assisting customers by championing effective communication between customer and internal technical support teams in support of resolving open tickets
• Be a recognized expert and thought leader in the practical application of our platform, enabling you to develop a trusted advisor relationship with each customer and drive full adoption of Case IQ via ongoing training, quarterly business reviews, etc.
• Educate customers on new features as they are added to the platform
• Input and maintain the CRM with up-to-date communications, conversations, and correspondence with customer to ensure all internal parties are aware of customer status
• Identify customer success stories that can be used in our marketing efforts and help drive these to fruition
• Customer Success role specifically measured on gross customer retention, customer satisfaction (measured by net promoter score and/or similar tools), and lead generation funneled to our account management team

What Success Looks Like

30 Days

• Complete onboarding and gain a strong understanding of Case IQ's products, customers, and Customer Success processes.
• Learn Customer Success playbooks, internal systems (Salesforce, ChurnZero, etc.), and cross-functional workflows.
• Shadow customer meetings and begin contributing to internal discussions and account planning.

60 Days

• Begin managing a small portfolio of customer accounts with guidance.
• Lead customer check-ins and adoption conversations while building trusted customer relationships.
• Identify customer health, risks, and growth opportunities, collaborating with internal teams to develop action plans.

90 Days

• Independently manage an assigned book of business and lead customer success initiatives.
• Drive customer adoption, health, and retention through proactive account management.
• Identify renewal and expansion opportunities while providing strategic customer insights to internal stakeholders.
• Demonstrate strong cross-functional collaboration and contribute to continuous improvement of Customer Success processes.

1 Year

• Successfully manage a healthy, high-performing book of business with strong retention and customer satisfaction.
• Be recognized as a trusted advisor to customers and a strategic partner across Sales, Product, Support, and Professional Services.
• Consistently contribute to customer growth, renewals, and long-term business success through proactive, data-driven account management.

Who You Are

• University, College and/or Post Graduate Certificate related to Business or equivalent working experience
• Proven work experience as a Customer Success Manager required
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Experience in managing a diverse book of business, identifying trends and maintaining account plans
• Experience in customer experience role or equivalent experience increasing customer satisfaction, adoption, and retention in a technology environment

Nice to haves (assets)

• Experience using Gong, ChurnZero, Salesforce and other AI/CRM tools is an Asset
• CSM Certification
• Experience in SaaS technology
• Experience in Case Management Processes and Procedures

Perks and Benefits

• Work remotely within a flexible work environment (We have employees spanning 7 countries!)
• Competitive company-paid benefits plan starting day 1!
• Generous professional development budget
• Half-day Fridays in the summer

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at View email address on click.appcast.io.