Scaled Customer Success Manager

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November 20

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Case IQ

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SaaS • Compliance • Security

Case IQ is a leading provider of case management software designed to aid modern investigation teams. The platform offers multi-channel intake, configurable workflows, and advanced analytics to help organizations across various industries handle cases efficiently. With a focus on ethics and compliance, HR, fraud, and security cases, Case IQ leverages AI-powered tools to streamline investigations and ensure confidentiality. The software is adaptable to meet specific organizational workflows, improving productivity and mitigating risks. Trusted by professionals in education, energy, financial services, government, healthcare, and more, Case IQ is committed to supporting its clients in creating a safer workplace environment.

51 - 200 employees

☁️ SaaS

📋 Compliance

🔐 Security

📋 Description

• 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. • 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. • Use tools like Sales, and ChurnZero, to manage health scores, trigger automations, and track customer journeys. • 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. • Support customer escalations, stepping in as the senior point of contact when issues go beyond frontline support. • Partner with the Contracts Manager, Accounting, and Sales to support renewal activities and ensure seamless commercial processes. • Act as a senior member of the Customer Success team by supporting CS Account Coordinators in their daily customer interactions. • 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

• 3+ years in a Customer Success, Onboarding, or Training role—ideally within a B2B SaaS environment. • Proven experience managing a book of business using both high-touch and scalable strategies. • Strong communication and facilitation skills across both 1:1 and group formats. • Data-driven mindset with an eye for process improvement and automation. • Comfortable working with customer engagement tools and CRM platforms. • Bonus : Experience designing customer playbooks, email nurtures, or LMS content.

🏖️ 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 • Half-day Fridays in the summer