Back to jobs
New

Customer Success Manager

IIQ Headquarters or Remote

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:

  • 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%.

What makes Incident IQ different: 

  • We facilitate whole-person growth where employees can develop personally as well as professionally.
  • We offer an energetic and collaborative environment; everyone’s opinion matters!
  • We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
  • We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! 

 

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

Create a Job Alert

Interested in building your career at Incident IQ? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Incident IQ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.