Manager, Customer Success

Company Overview:

About Us:
Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students.

Purpose:
Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We’re focused on delivering the tools, support, and partnerships that help make that vision a reality.

Mission:
Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We’re reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education.

Manager, Customer Success Overview:

We are seeking a strategic and people-centric Manager of Customer Success to lead and scale a high-performing regional pod. This role focuses on architectural leadership, transitioning from tactical account execution to the design of long-term operational frameworks that drive team-wide excellence. You will partner closely with other Managers of customer Success and your team to synthesize real-time product roadblocks into scalable process improvements, ensuring our engagement strategies remain agile and effective. 

As a key organizational leader, you will provide the deep-level coaching and career calibration necessary to drive industry-leading retention (GRR/NRR) while architecting a proactive, culture rich environment where both our customers and our team can thrive.

Manager, Customer Success Responsibilities: 

• Lead, coach, and develop the team of Customer Success Managers (CSMs) to drive strong customer relationships and successful outcomes.


• Define and implement scalable processes for onboarding, engagement, renewal, and advocacy.


• Monitor and analyze customer health metrics, and proactively address risks and opportunities across the customer lifecycle.


• Partner with Sales, Product, Support, and Marketing to ensure alignment and a consistent customer experience.


• Own customer retention and renewal KPIs, and drive strategies to increase Net Revenue Retention (NRR).


• Serve as an escalation point for complex customer issues and strategic accounts related to the business relationship/renewal.


• Continuously gather and share customer feedback to inform product development and roadmap planning.


• Provide regular reporting and insights on team performance, customer satisfaction (CSAT), NPS, and other success metrics.


• Coach and work alongside the Team Lead as it relates to roadblocks and other issues  inhibiting maximum team performance.


• Champion a customer-centric culture across the organization.


• Conduct 1:1s, evaluations, growth discussions and OKR building for direct reports including CSM/Senior CSM roles.


• Work with other Managers and the Director of Customer Success on processes, procedures, strategic decisions and territory assignment based on team needs/objectives.

Manager, Customer Success Requirements:

• 5+ years of experience in Customer Success or Account Management, including 2+ years in a people management or team lead role.


• Proven success in driving customer retention, account growth, and satisfaction in a B2B (preferably SaaS) environment.


• Strong leadership skills with a track record of building and mentoring high-performing teams.


• Excellent communication, presentation, and stakeholder management skills.


• Data-driven with experience using CRM and CS platforms (e.g., Salesforce, Gainsight, Totango, ChurnZero).


• Strategic thinker with the ability to execute tactical plans and influence cross-functional teams.

What makes Incident IQ different: 

• We facilitate whole-person growth where employees can develop personally as well as professionally.


• We offer an energetic and collaborative environment; everyone’s opinion matters!


• We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!


• We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! 

Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).  

Incident IQ is an Equal Opportunity Employer