Digital Customer Success Manager

Case IQ is a company that helps organizations protect their employees and culture through innovative software solutions. They are seeking a proactive Digital Customer Success Manager to support customers using a digital-first approach, focusing on onboarding, training, and driving customer satisfaction and renewal.

Responsibilities:

• Support the onboarding experience for new customers, ensuring a smooth transition and early adoption of the platform
• Conduct customer meetings to align on goals, review progress, and resolve challenges
• Deliver 1:1 and group training sessions to drive product understanding and confidence
• Design and implement scalable customer engagement strategies, including automated onboarding, in-app messaging, and knowledge and training resources
• Identify customer trends and proactively reach out to accounts showing signs of disengagement or risk
• Track and report on key customer success metrics such as health, product usage, NPS, and retention
• Maintain an up-to-date library of customer-facing assets, including onboarding guides, help articles, and recorded webinars
• Host recurring webinars, office hours, and other one-to-many events to support customer learning and success
• Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs and deliver feedback
• Leverage Salesforce, ChurnZero, and other CS tools to monitor health scores, automate engagement, and drive insights across the customer journey
• Document and continuously refine playbooks for onboarding, success planning, and scaled outreach programs
• Collaborate with internal teams, including Product, IT, and Support to resolve technical issues and ensure timely follow-up on bugs or feature requests
• Assist with troubleshooting product-related or technical issues, acting as a liaison between the customer and internal teams
• Lead resolution of customer escalations, serving as an escalation point beyond frontline support
• Partner with the Contracts Manager, Accounting, and Sales to support renewal activities and ensure seamless commercial processes
• Segment customer base to tailor outreach strategies based on size, lifecycle stage, or engagement level
• Identify referenceable customers, drive case study participation, and support upsell/cross-sell motions where appropriate
• Maintain a high standard of security awareness, ensuring data protection, compliance with company policies, and adherence to industry standards in all aspects of work

Requirements:

• Customer-focused mindset with a passion for delivering an exceptional experience
• Strong communication and facilitation skills across both 1:1 and group formats
• Excellent written and verbal communication skills
• Willingness to learn, adapt, and grow within a fast-paced and evolving role
• Data-driven mindset with an eye for process improvement and automation
• 1+ years in a Customer Success, Onboarding, or Training role, ideally within a B2B SaaS environment
• Proven experience managing a book of business using high-touch and scalable strategies
• Experience with CS tools (e.g., ChurnZero, Gainsight), CRM systems (Salesforce), and communication tools (Zoom, Slack, Loom)