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Incident IQ · 3 days ago

Customer Success Manager

Incident IQ HQ (Atlanta)

Full-time

Hybrid

Mid Level

3+ years exp

Incident IQ is an Atlanta-based company that provides a leading workflow management platform for K-12 districts. As a Customer Success Manager, you will be responsible for ensuring customer satisfaction and success, guiding clients in maximizing the value of SAAS products, and fostering strong relationships with K-12 customers.

Asset ManagementEducationEnterprise SoftwareFacility ManagementIT ManagementSoftware

Responsibilities

Own the renewal lifecycle for assigned customer accounts

Provide and document data-driven insights and reporting on renewal performance, customer health, and risk signals using CRM tools (Gainsight)

Develop and execute strategies to improve renewal rates, reduce churn, and expand customer adoption

Lead the onboarding process for add-on products with existing customers, collaborating with Sales and Implementation to ensure a seamless handoff

Executing District Reviews with key stakeholders serving as a product adoption coach, educating districts on best practices and helping them achieve measurable outcomes

Become a subject matter expert on Incident IQ’s modules, features, and upcoming releases

Develop a deep understanding of each district’s operational goals, challenges, and success metrics

Conduct regular check-ins and district reviews (DRs) to discuss ROI, assess needs and provide forward-looking guidance

Actively identify opportunities to expand customer usage and introduce new features or modules aligned with district priorities in conjunction with Sales Account Managers

Collaborate cross-functionally to ensure a consistent and exceptional customer experience

Utilize data and key performance metrics to track engagement, adoption, and support trends

Translate insights into actionable recommendations that improve both customer satisfaction and platform utilization

Share learnings internally to drive continuous improvement and product enhancement

Plan and deliver training sessions, webinars, and in-person sessions to empower customer teams

Tailor educational content to various user levels (technicians, administrators, leadership) to maximize platform value

Serve as the voice of the customer, communicating feedback and enhancement requests to Product and Engineering teams

Act as a liaison between customers and internal support teams to ensure issues are resolved promptly, efficiently and transparently

Champion customer success stories and help showcase outcomes through case studies or district references

Qualification

Customer success managementSaaS experienceData analysisGainsightSalesforceTechnical aptitudeCommunication skillsPresentation skillsInterpersonal skillsProblem-solvingTime managementOrganizational skills

Required

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

3–5 years of experience in customer success, account management, or related SaaS roles (K-12 or education technology preferred)

Proven experience managing renewals, customer health, and data-driven success planning

Exceptional communication, presentation, and interpersonal skills

Strong analytical and problem-solving abilities; able to synthesize data into meaningful actions

Ability to build and maintain strong, trust-based relationships with district leaders

Passion for education and a commitment to improving outcomes for schools and students

Exceptional time management, calendar management, and organizational skills

Strong technical aptitude with the ability to independently troubleshoot, experiment, and continuously build product expertise across complex/evolving SaaS environments