Identiq

Customer Success Manager

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• Play an essential role in supporting the success and satisfaction of K-12 customers.
• Assist the Customer Success Management team in helping districts maximize the value of SaaS products and services.
• Collaborate closely with CSMs, Implementation, and Product teams to gain hands-on experience in onboarding, adoption, reporting, and engagement activities.
• Develop foundational skills in customer communication, data fluency, and product knowledge.
• Deliver measurable outcomes and outstanding customer experiences.

Customer Success Manager

Customer Success Associate