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.

We’re looking for a Customer Success Manager to join our team. The Customer Success role plays an essential role in managing and expanding ongoing customer relationships to maximize retention and maintain exceedingly high levels of customer satisfaction.

In this role, you will be focused on Case IQ application adoption, use case expansion and overall customer retention and satisfaction. The Customer Success Manager will work in step with our customers to ensure they are successful in their implementation, education and adoption of our product and help each customer extract the most value out of Case IQ as possible. Seen as the experts in our product and our customer use cases, they will become the key point of contact with our customers and liaison within our internal departments to ensure an amazing long-term customer experience.

What You’ll Do

• Take ownership of the long-term customer relationship post onboarding, with the goal of driving long-term retention and customer satisfaction
• Funnel customer feedback throughout the organization to the appropriate functions in order stay in front of the market on new application features and to drive continuous process improvement through the company
  • Examples would include working with our product team on new feature requests and working with our account management group to pass along upsell opportunities that you’ve identified
• Primary focus will be outbound customer communication to drive application education and usage, expand user base, deliver best practice examples, etc
• Secondary focus will be assisting customers by championing effective communication between customer and internal technical support teams in support of resolving open tickets
• Be a recognized expert and thought leader in the practical application of our platform, enabling you to develop a trusted advisor relationship with each customer and drive full adoption of Case IQ via ongoing training, quarterly business reviews, etc
• Educate customers on new features as they are added to the platform
• Input and maintain the CRM with up-to-date communications, conversations, and correspondence with customer to ensure all internal parties are aware of custimer status
• Identify customer success stories that can be used in our marketing efforts and help drive these to fruition
• Customer Success role specifically measured on gross customer retention, customer satisfaction (measured by net promoter score and/or similar tools), and lead generation funneled to our account management team

Who We’re Looking For

• University, College and/or Post Graduate Certificate related to Business or equivalent working experience
• Experience in customer experience role or equivalent experience increasing customer satisfaction, adoption, and retention in a technology environment
• Impeccable written and verbal communication skills
• Ability to build strong relationships and multitask
• Be excited by technology, love to solve problems, be passionate about helping others
• Strong problem-solving skills, detail-oriented and analytical
• Experience writing technical and support documentation
• Comfortable working in an evolving tech company

Assets (Nice to Have):

• Experience working in Case Management
• PowerBI or any other Data Visualization tools experience
• Customer Success Certifications

Perks and Benefits

• Work remotely within a flexible work environment (our team spans the US and Canada)

• 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

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at hr@caseiq.com.