Note: The job is a remote job and is open to candidates in USA. 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. The Digital Customer Success Manager will support new and existing customers using a digital-first approach, driving adoption, satisfaction, and renewal across the product suite by guiding customers through onboarding and delivering impactful training.
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
Skills
- 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)
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
Company Overview
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