Case IQ

Digital Customer Success Manager

Case IQ

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$55,000 - CA$65,000 per year

Job Level

Junior

About the role

  • 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

Requirements

  • Customer-focused mindset with a passion for delivering an exceptional experience
  • Strong communication and facilitation skills across both 1:1 and group formats
  • Excellent written and verbal communication skills
  • Willingness to learn, adapt, and grow within a fast-paced and evolving role
  • Data-driven mindset with an eye for process improvement and automation.
  • 1+ years in a Customer Success, Onboarding, or Training role, ideally within a B2B SaaS environment.
  • Bonus: Proven experience managing a book of business using high-touch and scalable strategies.
  • Bonus: Experience with CS tools (e.g., ChurnZero, Gainsight), CRM systems (Salesforce), and communication tools (Zoom, Slack, Loom)
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
  • Half-day Fridays in the summer
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successonboardingtrainingdata analysisprocess improvementautomationcustomer engagement strategiesmetrics trackingtroubleshootingescalation management
Soft Skills
customer-focused mindsetstrong communication skillsfacilitation skillsadaptabilitywillingness to learnteam collaborationproblem-solvingrelationship managementpresentation skillsattention to detail