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).
