Customer Success Associate

Incident IQ • Full-time • Remote (United States) • 1m ago

Fast Facts

Join Incident IQ as a Customer Success Associate to enhance K-12 customer satisfaction by supporting onboarding, engagement, and product adoption, while preparing for advancement into a Customer Success Manager role.

Responsibilities: Manage customer onboarding and adoption processes for over 200 accounts, facilitate customer engagement through meetings and trainings, maintain accurate records, and collaborate with various teams to enhance customer experience.

Skills: Strong communication and presentation skills, proficiency in Google Workspace and CRM tools, analytical mindset for data interpretation, organizational skills, and technical aptitude.

Qualifications: Bachelor's degree in Education, Business, or related field and 0-2 years of relevant experience in customer success or SaaS, with a passion for technology and education.

Location: IIQ Headquarters or Remote

Compensation: Not provided by employer. Typical compensation ranges for this position are between $45,000 - $65,000.

Customer Success Associate Overview

As a Customer Success Associate at Incident IQ, you will play an essential role in supporting the success and satisfaction of our K-12 customers. You will assist the Customer Success Management team in helping districts maximize the value of our SaaS products and services.

This role serves as a developmental position designed to prepare you for promotion into the Customer Success Manager pathway. You will collaborate closely with CSMs, Implementation, and Product teams to gain hands-on experience in onboarding, adoption, reporting, and engagement activities. Your goal will be to develop foundational skills in customer communication, data fluency, and product knowledge that enable you to deliver measurable outcomes and outstanding customer experiences.

Customer Success Associate Responsibilities:

Customer Onboarding & Adoption Support

Own the customer journey for a segment of accounts representing large book of smaller customers (200+ accounts)
Support onboarding and implementation activities by assisting with account setup, milestone tracking, and documentation as needed particularly Premium App onboarding as needed.
Facilitate introductory customer meetings, trainings, and platform walk-throughs as well as ongoing support through product adoption.
Develop working knowledge of Incident IQ’s modules, features, and best practices for adoption and our digital support tools.
Serve as a bridge between one-to-one CSMs and Support, ensuring that high-volume accounts still receive quality, timely service.

Customer Engagement & Communication

Maintaining proactive communication with assigned customers through email, zoom, phone and scheduled check-ins.
Coordinate customer-facing meetings, webinars, and district reviews; document action items and outcomes.
Support by providing training and educational materials for end-users and administrators using iiQ Academy, iiQ Community and other digital resources.

Data Management & Reporting

Maintain accurate and up-to-date customer records in CRM tools such as Gainsight.
Track and summarize customer engagement, usage, and feedback metrics managing a book of 200+ customers
Prepare documentation to support internal reviews of customer adoption and satisfaction trends.

Cross-Functional Collaboration

Partner with Sales, Implementation, and Product teams to ensure a seamless and positive customer experience.
Gather and relay customer insights that inform product enhancements and feature development.
Support initiatives that streamline customer success processes and improve operational efficiency.

Learning & Growth

Participate in structured development programs focused on product mastery, communication, and SaaS customer success best practices.
Demonstrate ongoing progress across key competencies: Customer Engagement, Product Knowledge, Business Acumen, Data Fluency, Collaboration & Leadership, Process Excellence, and Results Orientation.

Requirements:

Bachelor’s degree in Education, Business, or related field (or equivalent experience).
0–2 years of experience in customer success, customer support, education technology, or SaaS preferred.
Strong communication, presentation, and interpersonal skills.
Proficiency in Google Workspace, Zoom, and experience in CRM tools (Salesforce, Gainsight and Incident IQ a plus but not required)
Analytical mindset with ability to interpret data, identify trends, present insights.
Organized and detail-oriented with excellent time management skills.
Passion for education, technology, and improving outcomes for schools and students.
Exceptional time management, calendar management, and organizational skills
Strong technical aptitude with the ability to independently troubleshoot, experiment, and continuously build product expertise across complex/evolving systems

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