Customer Success Manager

Incident Customer Success Manager

Company Overview

Atlanta-based, Incident IQ is a SaaS service management platform built exclusively for K-12 schools that is transforming K-12 workflows including IT asset management, help desk ticketing, facilities maintenance solutions, Human Resources service delivery, and more. Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on providing innovative cloud-based software. The Incident IQ platform has been rapidly adopted by K-12 school districts. Today, millions of students and teachers in districts across the U.S. rely on the IncidentIQ platform to manage and deliver mission-critical services. 

Since the company's founding, Incident IQ has built a culture focused on customer success and product leadership; we are passionate about helping school districts achieve operational efficiency. Incident IQ’s environment is inclusive and transparent, and our team members are respected and valued contributors who consistently exhibit openness, integrity, collaboration, enthusiasm, and effort. 

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, problem-solving skills, and ability to understand and address customer needs will be critical in helping our clients achieve their goals. 

CSM Responsibilities:

• 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 retain a portfolio of K12 education customer accounts.
• Conduct regular check-ins with customers to assess their needs and provide ongoing guidance.
• Maintain an adequate understanding of our products, features, and updates in order to 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 by advocating for customer needs and requests to ensure they are addressed promptly via Support or Product feedback.
• Monitor customer usage and engagement, identifying CSQL opportunities as well as any risks prior to renewal. 
• Develop strategies to increase customer retention and reduce churn.
• Effectively and Efficiently leverage the Support Team, ensuring any issues or concerns are addressed promptly and effectively.
• Create cadences to retrieve and ensure renewals are met on time and with a high GRR and annual up-lift expectations are met.

Key Skills/Experience:

• Bachelor's degree in Education, Business, or a related field.
• 5-7 years’ experience in customer success, account management or similar role, preferably in the SaaS industry.
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities.
• Ability to build and maintain strong, trust-based customer relationships.
• A passion for education and a commitment to improving K12 education outcomes.
• Familiarity with K12 education systems and technology is a plus.

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! 
• Ability to work in a hybrid or fully remote setup.

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, and paid-time off (PTO).  

Incident IQ is an Equal Opportunity Employer