K-12 SaaS Customer Success Leader

Incident IQ, LLC; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision

Life Insurance

401(k) Match

Paid Time Off

Job summary

Incident IQ is seeking a Customer Success Manager to drive renewals, onboarding, and proactive account management for K-12 customers. You will lead training, foster strong relationships, and use data to improve product adoption and satisfaction.

You will partner with Support, Sales, Product, and Engineering to ensure seamless onboarding, ongoing success, and renewal growth while traveling up to 10% in the United States.

Qualifications

• Bachelor’s degree in Education or Business or related field.
• 3–5 years in customer success, account management, or SAAS/K12.
• Ability to build and maintain trust-based relationships.
• Strong time management and organizational skills.
• Collaboration with Support, Implementation, Sales, Product, Engineering.
• Exceptional communication and interpersonal skills.
• Experience with renewals is a plus.
• Travel: 10%.

Responsibilities

• Own the renewal lifecycle for strategic accounts, including contracts and forecasting.
• Lead onboarding for add-on products with existing customers.
• Proactively manage and grow a portfolio of K12 education accounts.
• Regularly check in with customers to assess needs and provide support.
• Educate customers on best practices and product updates.
• Analyze data to identify usage trends and satisfaction drivers.
• Deliver trainings, webinars, and in-person sessions.
• Advocate for customer needs to product and support teams.
• Act as liaison between customers and support to resolve issues.

Skills

Customer relationships

Time management

Communication

Problem solving

Independent learner

Education

Bachelor's degree in Education

Bachelor's degree in Business

Tools

Gainsight

Azure DevOps

Confluence

Lattice

Slack

Incident IQ

Fathom

Zoom

Google Suite

Job description

Incident IQ is seeking a Customer Success Manager to drive renewals, onboarding, and proactive account management for K-12 customers. You will lead training, foster strong relationships, and use data to improve product adoption and satisfaction.

You will partner with Support, Sales, Product, and Engineering to ensure seamless onboarding, ongoing success, and renewal growth while traveling up to 10% in the United States.