Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We’re proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the past 20 years and helping mitigate billions of dollars in financial and brand risk.
We’re looking for a Customer Success Manager to join our growing team. The Customer Success Manager role is essential in managing and expanding ongoing customer relationships to maximize retention, identify growth opportunity and maintain exceedingly high levels of customer satisfaction.
In this role, you will be focused on Case IQ application adoption, use case expansion and overall customer retention and satisfaction. The Customer Success Manager will work in step with our customers to ensure they are successful in their implementation, education and adoption of our product and help each customer extract the most value out of Case IQ as possible. Seen as the experts in our product and our customer use cases, they will become the key point of contact with our customers and liaison within our internal departments to ensure an amazing long-term customer experience.
Please note that while this position is remote, it is only open to candidates located in Canada and the U.S.
What You’ll Do
- Take ownership of the long-term customer relationship post onboarding, with the goal of driving long-term retention and customer satisfaction
- Funnel customer feedback throughout the organization to the appropriate functions in order stay in front of the market on new application features and to drive continuous process improvement through the company
- Examples would include working with our Product Team on new feature requests and working with our Account Executive group to pass along upsell opportunities that you’ve identified
- Primary focus will be outbound customer communication to drive application education and usage, expand user base, deliver best practice examples, ensure feature adoption, identify growth opportunities etc.
- Secondary focus will be assisting customers by championing effective communication between the customer and internal technical support teams in to resolve open tickets
- Be a recognized expert and thought leader in the practical application of our platform, enabling you to develop a trusted advisor relationship with each customer and drive full adoption of Case IQ via ongoing training, best practice recommendation, consultation and value delivery etc.
- Educate customers on new features as they are added to the platform and promote adoption.
- Maintain the Customer Success Software Platform with up-to-date communications, conversations, and correspondence with customer to ensure all internal parties are aware of customer status. Maintaining administrative information in the CSS will also be critical to ensure accurate and reliable client information is always available.
- Identify customer success stories that can be used in our marketing efforts and help drive these to fruition. Identify Reference clients and partner with Sales to ensure that we are providing viable references for potential new business.
- Customer Success Managers are specifically measured on the following Key Performance Indicators: Gross Customer Retention (GRR), Client Reference Status (% of Book), NPS Response Rate (% of Book) and Pipeline Generation funneled to our Account Executive team
Who We’re Looking For
- University, College and/or Post Graduate Certificate related to Business or equivalent working experience
- 1+ years experience in Customer Success or 2+ years equivalent experience increasing customer satisfaction, generating pipeline, adoption, and retention in a SaaS environment
- Ability to independently manage a book of business consisting of 40-50 Accounts
- Impeccable written and verbal communication skills
- Ability to build strong interdepartmental relationships and multitask
- Be excited by technology, love to solve problems, be passionate about helping others
- Strong problem-solving skills, detail-oriented and analytical
- Experience writing technical and support documentation
- Comfortable working in an evolving tech company
Assets (Nice to Have)
- Experience with Salesforce, ChurnZero, Loom, Yellowfin, Tableau, and/or PowerBI
- Certifications:
- Certified Customer Success Manager – Levels 1,2 and 3
- Other verifiable Customer Success Certifications
- PMP, CAPM
Perks and Benefits
- Work remotely within a flexible work environment (our team spans the US and Canada)
- Competitive company-paid benefits plan starting day 1!
- Generous professional development budget
- RRSP/ 401k matching program and company stock options
- Half-day Fridays in the summer
Selected candidates will be contacted through BambooHR (please check your junk mail).
Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected].
