Case IQ

Customer Success Manager

• Support the onboarding experience for new customers, ensuring a smooth transition and early adoption of the platform.
• Conduct customer meetings to align on goals, review progress, and resolve challenges.
• Deliver 1:1 and group training sessions to drive product understanding and confidence.
• Design and implement scalable customer engagement strategies, including automated onboarding, in-app messaging, and knowledge and training resources.
• Identify customer trends and proactively reach out to accounts showing signs of disengagement or risk.
• Track and report on key customer success metrics such as health, product usage, NPS, and retention.
• Maintain an up-to-date library of customer-facing assets, including onboarding guides, help articles, and recorded webinars.
• Host recurring webinars, office hours, and other one-to-many events to support customer learning and success.
• Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs and deliver feedback.
• Leverage Salesforce, ChurnZero, and other CS tools to monitor health scores, automate engagement, and drive insights across the customer journey.
• Document and continuously refine playbooks for onboarding, success planning, and scaled outreach programs.
• Collaborate with internal teams, including Product, IT, and Support to resolve technical issues and ensure timely follow-up on bugs or feature requests.
• Assist with troubleshooting product-related or technical issues, acting as a liaison between the customer and internal teams.
• Lead resolution of customer escalations, serving as an escalation point beyond frontline support.
• Partner with the Contracts Manager, Accounting, and Sales to support renewal activities and ensure seamless commercial processes.
• Segment customer base to tailor outreach strategies based on size, lifecycle stage, or engagement level.
• Identify referenceable customers, drive case study participation, and support upsell/cross-sell motions where appropriate.
• Maintain a high standard of security awareness, ensuring data protection, compliance with company policies, and adherence to industry standards in all aspects of work

Digital Customer Success Manager

Support Engineer

• Full stack development with JavaScript using Node.js and Backbone.js frameworks
• Modify data and update database structures for an SQL type database
• Review and complete assigned tickets while managing feedback loop as needed
• Utilize troubleshooting skills while providing technical support to customers via email and phone
• Ensure customer requests are acknowledged and resolved within SLA’s
• Debug reported issues within the application while testing and verifying changes
• Consistently update and manage GitHub branches and changes
• Utilize a Linux based operating system to manage and deploy application changes via Docker
• Contribute to product evolution and acquire new knowledge to improve support offering
• Supporting customer’s post-implementation challenges to assure a seamless go-live experience
• Maintain a high standard of security awareness, ensuring data protection, compliance with company policies, and adherence to industry standards in all aspects of work.

Implementation Support Developer

Operations

• Lead end-to-end hotline implementations in coordination with SaaS Implementation teams.
• Facilitate discovery calls, gather requirements, design IVR structures, and define routing workflows.
• Oversee number provisioning, configuration, testing, and go-live readiness.
• Conduct structured user acceptance testing and ensure documented implementation standards.
• Advise customers on intake form design aligned with best practices, compliance considerations, and effective case management workflows.
• Own the day-to-day operational performance of the hotline service delivery model, including oversight of external service partners.
• Monitor service levels including response time, handle time, abandonment rates, and QA scores.
• Conduct regular vendor performance reviews and manage escalations.
• Serve as operational lead for high-value and enterprise customers requiring enhanced SLA oversight and customized reporting.
• Develop and deliver structured performance reporting for strategic accounts.
• Develop and maintain QA testing protocols for IVR functionality, intake accuracy, and data transmission.
• Define and track hotline-specific success metrics aligned with customer objectives.
• Own and maintain hotline operational documentation and process standards.

Hotline Operations Manager

Accountant

• Prepare monthly, quarterly, and annual financial close activities
• Prepare monthly and quarterly financial reporting
• Ensure compliance with U.S. GAAP and internal accounting policies
• Manage intercompany transactions and reconciliations across entities
• Handle foreign currency accounting, including remeasurement and translation
• Maintain and optimize accounting processes within NetSuite and become the go-to expert
• Prepare balance sheet reconciliations and investigate variances
• Support audits, tax filings, and other regulatory requirements
• Collaborate cross-functionally to resolve accounting and reporting issues
• Identify process improvements and contribute to scalable accounting operations
• Assist with FP&A responsibilities.

Digital Customer Success Manager

Implementation Support Developer

Hotline Operations Manager

Senior Accountant