Customer Success Manager, Business Services
RELX
Customer Success Manager
Identiq
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Bachelor’s degree in Education, Business, or a related field.
- 3–5 years of experience in customer success, account management, or related SaaS roles (K-12 or education technology preferred).
- Proven experience managing renewals, customer health, and data-driven success planning.
- Exceptional communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving abilities; able to synthesize data into meaningful actions.
- Ability to build and maintain strong, trust-based relationships with district leaders.
- Passion for education and a commitment to improving outcomes for schools and students.
- Familiarity with customer success platforms (e.g., Gainsight, Salesforce) and K-12 operational systems a plus.
- Exceptional time management, calendar management, and organizational skills.
- Experience with varying systems such as Google suite, Zoom, Calendly, Slack, Confluence, etc.
- Strong technical aptitude with the ability to independently troubleshoot, experiment, and continuously build product expertise across complex/evolving SaaS environments.
- Travel: approximately 10%.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401k match
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data-driven insightsrenewal managementcustomer health assessmentdata synthesiscustomer success planningproduct expertiseanalytical skillsproblem-solvingtraining deliverycustomer adoption strategies
Soft skills
communication skillspresentation skillsinterpersonal skillsrelationship buildingorganizational skillstime managementcollaborationcustomer advocacycoachingcontinuous improvement
Certifications
Bachelor’s degree in EducationBachelor’s degree in BusinessBachelor’s degree in related field
