Customer Success Manager
Incident IQAtlanta, GA, US- Full-time
Job Description
Job Description
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 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 :
Proactive Account Management & Strategic Partnership :
Data-Driven Insights & Reporting :
Customer Enablement & Training :
Customer Advocacy & Issue Resolution :
Customer Success Manager Requirements :
What makes Incident IQ different :
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
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