Customer Success Manager - Remote

Overview

Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We’re proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the past 20 years and helping mitigate billions of dollars in financial and brand risk.

In Short

• Manage and expand ongoing customer relationships to maximize retention.
• Focus on application adoption, use case expansion, and customer satisfaction.
• Act as the key point of contact for customers and internal departments.
• Drive application education and usage through outbound communication.
• Assist customers by facilitating communication with technical support teams.
• Become a recognized expert in the practical application of the platform.
• Educate customers on new features and promote their adoption.
• Maintain Customer Success Software Platform with up-to-date communications.
• Identify customer success stories for marketing efforts.
• Measured on Key Performance Indicators related to customer retention.

Requirements

• University, College or Post Graduate Certificate related to Business.
• 1+ years experience in Customer Success or equivalent in a SaaS environment.
• Ability to manage a book of business with 40-50 Accounts.
• Impeccable written and verbal communication skills.
• Strong interdepartmental relationship-building and multitasking skills.
• Passionate about technology and helping others.
• Strong problem-solving, detail-oriented, and analytical skills.
• Experience writing technical and support documentation.
• Comfortable in an evolving tech company.

Benefits

• Work remotely within a flexible work environment.
• Competitive company-paid benefits plan starting day 1.
• Generous professional development budget.
• RRSP/401k matching program and company stock options.
• Half-day Fridays in the summer.