Digital Customer Success Manager

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 proactive, tech-savvy Digital Customer Success Manager to support new and existing customers using a digital-first approach. In this role, you’ll combine scalable engagement strategies with personalized touchpoints to drive adoption, satisfaction, and renewal across our product suite. You’ll guide customers through onboarding, deliver impactful training, and create programs that ensure ongoing success throughout the customer lifecycle.

What You’ll Do:

• 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

Who We’re Looking For:

• 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.
• Bonus: Proven experience managing a book of business using high-touch and scalable strategies.
• Bonus: Experience with CS tools (e.g., ChurnZero, Gainsight), CRM systems (Salesforce), and communication tools (Zoom, Slack, Loom)
  

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 
• 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 [email protected].