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.
• 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.
• Use tools like Sales, and ChurnZero, to manage health scores, trigger automations, and track customer journeys.
• 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.
• Support customer escalations, stepping in as the senior point of contact when issues go beyond frontline support.
• Partner with the Contracts Manager, Accounting, and Sales to support renewal activities and ensure seamless commercial processes.
• Act as a senior member of the Customer Success team by supporting CS Account Coordinators in their daily customer interactions.
• Maintain a high standard of security awareness, ensuring data protection, compliance with company policies, and adherence to industry standards in all aspects of work.

Scaled Customer Success Manager

Full-stack Engineer

• Develop, test, and maintain backend services using js, Express.js, and integrate with RabbitMQ and Elasticsearch
• Build and refine intuitive frontend components using JavaScript, js, DustJS, and LESS
• Design and implement AI-driven features in applications - integrating machine learning models, calling AI APIs, and writing the necessary code to deploy intelligent functionality into production systems
• Work with PostgreSQL and Redis data layers, ensuring data integrity, performance, and reliability
• Collaborate with DevOps to containerize and deploy applications using Docker on Azure, and integrate observability tools like Application Insights for logging and monitoring
• Participate in Agile ceremonies and track work via Jira and GitHub
• Review pull requests, write unit/integration tests, and uphold high standards for code quality and security
• Work collaboratively across teams to leverage AI tools and automation for improving workflows, streamlining repetitive tasks, and enhancing user experiences
• Communicate openly with team members, helping to troubleshoot blockers and improve development practices
• Keep learning - and sharing - as we evolve our architecture, adopt best practices, and continue expanding our AI capabilities through Claria.

Software Application Developer

QA Engineer

• Develop and implement quality assurance strategies, standards, and best practices.
• Lead and mentor a team of manual QA engineers to enhance testing strategies.
• Oversee test planning, execution, and reporting for manual testing.
• Serve as QA tester for Scrum team
• Collaborate with Product Management, Development, and DevOps teams to align testing efforts with product requirements and release schedules.
• Identify, document, and track defects while ensuring timely resolution.
• Collaborate with test automation team to align on coverage and test design
• Validate automated tests, execute and monitor automated test runs
• Lead and implement performance testing
• Drive Agile testing practices, ensuring seamless integration of QA processes within Agile development cycles to enhance product quality and delivery speed (Fast Tempo, High Quality)
• Continuously analyze and enhance QA processes for better efficiency and effectiveness.
• Report key quality metrics to leadership and provide insights for improvement.

Quality Assurance Team Lead

Business Development Rep

• Find and qualify prospects, then convert them into meetings booked for our Account Executive team
• Perform cold outreach through multi-channels such as cold calling, cold emailing, LinkedIn messaging and running through ongoing cadences in Salesloft
• Work on strategic outbound account-based campaigns
• Leverage intent data from a variety of sources
• Utilize sales tech such as ZoomInfo, Salesforce, Sales Navigator, RollWorks and Qualified chatbot
• Learn and understand our ICP and target audiences
• Consistently maintaining daily and monthly KPIs and targets
• Work in collaboration with Account Executives, Marketing and Sales Operations teams
• Innovate and develop new ways to sell and disrupt the market today

Business Development Representative

System Administrator

• Manage and administer cloud-based infrastructure in both Azure and AWS.
• Configure, monitor, and maintain Linux servers and ensure high system reliability and performance.
• Implement and support CI/CD pipelines using Jenkins for automated deployments.
• Deploy, manage, and troubleshoot Docker Swarm clusters.
• Maintain and optimize system and network configurations, ensuring scalability and security.
• Collaborate with developers to support smooth releases and environment consistency.
• Monitor system health, perform backups, and apply updates and patches.
• Document configurations, procedures, and best practices.

• Ensure the quality (accuracy, completeness, timeliness) of Continuous Monitoring customer data
• Run, monitor, and troubleshoot Apache Airflow data pipelines
• Leverage Apache Spark to design and implement scalable data processing pipelines, ensuring efficient handling of large datasets and high data quality
• Implement and maintain data validation frameworks using Great Expectations
• Write SQL queries to analyze data for various quality conditions
• Develop and maintain Python-based data ingestion pipelines and automated test scripts
• Debug issues and conduct exploratory testing to identify root cause of issues
• Implement test plans and create test scenarios and test cases
• Report defects and issues identified during the test process using a defect tracking system (Jira)
• Attend daily stand-ups to report on testing progress and identify and impediments
• Prioritize and implement multiple activities in parallel
• Engage in peer reviews, requirements, code, design, and tests
• Take ownership of the quality of the product, reproduce customer issues, and perform root cause analysis for test escapes
• Work with developers to capture root causes and supporting artifacts (e.g., logs)

Data Quality Engineer

DevOps Engineer

• Maintain and optimize our infrastructure, ensuring the seamless operation of systems like API Gateways, ECS Containers, PostgreSQL databases, and GitHub Actions workflows
• Develop and manage CI/CD pipelines automate deployment processes, ensuring rapid and reliable software delivery
• Monitor system performance and implement improvements to ensure high availability and scalability of the compliance monitoring platform
• Implement best practices for security and compliance, ensuring that all systems and processes adhere to industry standards and regulations
• Work closely with QA to define a testing strategy that maintains usable data across environments, safeguards customer information, and facilitates high confidence in functionality with each deployment
• Work closely with development and data teams to ensure seamless integration and deployment of new features and updates
• Respond to and resolve system incidents, minimizing downtime and ensuring the reliability of our services