Customer Success Manager Job at EdTech Jobs (Atlanta)

Job Description

As a Customer Success Manager at Incident IQ, you will play a pivotal role in ensuring the success and satisfaction of our K12 customers. You will be the primary point of contact for our strategic segment of customers, guiding them in maximizing the value of our SAAS products and services. Your goal will be to foster strong, long-lasting relationships, drive product adoption, and advocate for the needs of our customers within our organization. Your proactive communication, problem-solving skills, and ability to understand and address customer needs will be critical in helping our clients achieve their goals and renewals.

Job Responsibility

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%.

Nice to have

K-12 or education technology experience
Familiarity with customer success platforms (e.g., Gainsight, Salesforce) and K-12 operational systems.

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Customer Success Manager

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