Customer Success Manager

Incident IQ, LLC; Atlanta (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

401k match

Paid time off

Job summary

Incident IQ in Atlanta is seeking a Customer Success Manager to lead renewal strategies, drive adoption of SAAS products, and foster strong relationships with K-12 districts.

You will own the renewal lifecycle, work with Support, Implementation, Sales, Product and Engineering, and translate customer feedback into product improvements while delivering training and ongoing support.

Qualifications

• Bachelor's degree in Education, Business, or a related field.
• 3–5 years in customer success or account management, SAAS/K12 preferred.
• Ability to build and maintain trust-based customer relationships.
• Excellent time management and organizational skills.
• Collaborates daily with Support, Implementation, Sales, Product, and Engineering.

Responsibilities

• Own the renewal lifecycle for 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.
• Lead the onboarding process for add-on products with existing customers.
• Advocate for customer needs and feedback to the product team.
• Educate customers on best practices and help them leverage our solutions.
• Plan and deliver training sessions, webinars, and in-person meetings to educate customers on how to use our software effectively.

Skills

Account management

Customer success

Data analysis

Cross-functional collaboration

Communication skills

Training & webinars

Education

Bachelor's degree in Education, Business, or related field

Tools

Salesforce

Gainsight

Fathom

AzureDevOps

Confluence

Lattice

Slack

Zoom

Google Workspace

Job description

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:

• 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.
• 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

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Incident IQ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.