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 strategic segment of 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 and renewals.

 

Customer Success Manager Responsibilities:

Renewal & Retention Management:

• 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.

Customer Onboarding & 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.

Proactive Account Management & Strategic Partnership:

• 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.

Data-Driven Insights & Reporting:

• 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.

Customer Enablement & Training:

• 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.

Customer Advocacy & Issue Resolution:

• 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.

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 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.
• Familiarity with customer success platforms (e.g., Gainsight, Salesforce) and K-12 operational systems a plus.
• Exceptional time management, calendar management, and organizational skills
• Experience with varying systems such as Google suite, Zoom, Calendly, Slack, Confluence, etc.  
• Strong technical aptitude with the ability to independently troubleshoot, experiment, and continuously build product expertise across complex/evolving SaaS environments.
• Travel: approximately 10%.