Customer Success Manager

Company Overview

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.

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.

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.

As a Customer Success Manager at Incident IQ, you will play a pivotal role in ensuring the success and satisfaction of our K‑12 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.

• 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)

• Lead the onboarding process for add‑on products with existing customers
• Collaborate with the implementation and sales teams to ensure successful handoff between teams

• Develop a deep understanding of each customer's unique goals and challenges.
• Proactively manage and grow a portfolio of K‑12 education customer accounts.
• Conduct regular check‑ins with customers to assess their needs and provide ongoing support.

• 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.

• Utilize data and metrics to track customer usage, identify trends, and recommend strategies to optimize customer satisfaction and product utilization.

• Plan and deliver training sessions, webinars, and in‑person meetings to educate customers on how to use our software effectively.

• 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.

• 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/K‑12 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…