At a Glance
- Tasks: Build strong relationships with customers and drive their success using our innovative software solutions.
- Company: Join Case IQ, a leading B2B SaaS company in governance, risk, and compliance.
- Benefits: Enjoy remote work, competitive benefits, and a generous professional development budget.
- Other info: Flexible work environment with half-day Fridays in summer and opportunities for growth.
- Why this job: Make a real impact by helping organisations create safer workplaces while growing your career.
- Qualifications: Experience in customer success and excellent communication skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
Case IQ is a leading B2B Saa S company in the governance, risk, and compliance (GRC) space, helping organizations build safer, more accountable workplaces.
We offer a comprehensive suite of solutions that enable organizations to move from reactive approaches to proactive risk management.
Our software helps teams across compliance, HR, legal, and investigations report, manage, investigate, and prevent workplace risk - including ethics violations, fraud, harassment, discrimination, security incidents, and third-party issues - so they can better protect their people, culture, and business.
Backed by over 25 years of domain expertise and trusted by Fortune 500 companies, Case IQ has supported the management of millions of cases and helped mitigate billions in financial and reputational risk.
Role Summary
The Customer Success Manager (CSM) serves as a strategic partner and trusted advisor to Case IQ customers throughout their journey reporting directly to the Director of Customer Success.
The CSM builds strong, long-term relationships by understanding each customer’s goals, driving product adoption, delivering measurable value, and ensuring an exceptional customer experience.
Acting as the primary bridge between the customer and internal teams—including Sales, Support, Product, Marketing, and Professional Services—the CSM ensures customer needs are clearly understood and addressed.
They proactively identify risks, resolve challenges, advocate for customers, and coordinate internal resources to support successful outcomes.
The CSM also contributes directly to Case IQ’s growth by strengthening customer loyalty, improving retention, supporting renewals, and identifying opportunities for expansion.
Success in this role requires a proactive, consultative approach and the ability to turn customer insights into actionable strategies that increase adoption, maximize value, and reduce churn.
AI-Forward Ways of Working
At Case IQ, AI is part of how we work.
We value people who are curious, adaptable, and open to using AI responsibly to improve efficiency, quality, and decision-making.
Across all roles, we look for strong human judgment, problem-solving, collaboration, and the ability to thoughtfully apply AI tools while reviewing outputs for accuracy, context, and business impact.
- What You’ll Do
- Take ownership of the long-term customer relationship post onboarding, with the goal of driving long-term retention and customer satisfaction
- Funnel customer feedback throughout the organization to the appropriate functions in order stay in front of the market on new application features and to drive continuous process improvement through the company
- Examples would include working with our product team on new feature requests and working with our account management group to pass along upsell opportunities that you’ve identified
- Primary focus will be outbound customer communication to drive application education and usage, expand user base, deliver best practice examples, etc.
- Secondary focus will be assisting customers by championing effective communication between customer and internal technical support teams in support of resolving open tickets
- Be a recognized expert and thought leader in the practical application of our platform, enabling you to develop a trusted advisor relationship with each customer and drive full adoption of Case IQ via ongoing training, quarterly business reviews, etc.
- Educate customers on new features as they are added to the platform
- Input and maintain the CRM with up-to-date communications, conversations, and correspondence with customer to ensure all internal parties are aware of customer status
- Identify customer success stories that can be used in our marketing efforts and help drive these to fruition
- Customer Success role specifically measured on gross customer retention, customer satisfaction (measured by net promoter score and/or similar tools), and lead generation funneled to our account management team
- What Success Looks Like
- 30 Days
- Complete onboarding and gain a strong understanding of Case IQ's products, customers, and Customer Success processes.
- Learn Customer Success playbooks, internal systems (Salesforce, Churn Zero, etc.), and cross-functional workflows.
- Shadow customer meetings and begin contributing to internal discussions and account planning.
- 60 Days
- Begin managing a small portfolio of customer accounts with guidance.
- Lead customer check-ins and adoption conversations while building trusted customer relationships.
- Identify customer health, risks, and growth opportunities, collaborating with internal teams to develop action plans.
- 90 Days
- Independently manage an assigned book of business and lead customer success initiatives.
- Drive customer adoption, health, and retention through proactive account management.
- Identify renewal and expansion opportunities while providing strategic customer insights to internal stakeholders.
- Demonstrate strong cross-functional collaboration and contribute to continuous improvement of Customer Success processes.
- 1 Year
- Successfully manage a healthy, high-performing book of business with strong retention and customer satisfaction.
- Be recognized as a trusted advisor to customers and a strategic partner across Sales, Product, Support, and Professional Services.
- Consistently contribute to customer growth, renewals, and long-term business success through proactive, data-driven account management.
Who You Are
- University, College and/or Post Graduate Certificate related to Business or equivalent working experience
- Proven work experience as a Customer Success Manager required
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- Experience in managing a diverse book of business, identifying trends and maintaining account plans
- Experience in customer experience role or equivalent experience increasing customer satisfaction, adoption, and retention in a technology environment
- Nice to haves (assets)
- Experience using Gong, Churn Zero, Salesforce and other AI/CRM tools is an Asset
- CSM Cerification
- Experience in Saa S technology
- Experience in Case Management Processes and Procedures
Perks and Benefits
- Work remotely within a flexible work environment (We have employees spanning 7 countries!)
• Competitive company-paid benefits plan starting day 1!
- Generous professional development budget
- Half-day Fridays in the summer
Selected candidates will be contacted through Bamboo HR (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 hr@caseiq. com .
Customer Success Manager employer: Case IQ
At Case IQ, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through our generous professional development budget and flexible remote work environment, allowing you to thrive while contributing to meaningful solutions in the governance, risk, and compliance space. Join us to be part of a team that values your insights and empowers you to make a significant impact on customer success and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Case IQ. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Case IQ before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Case IQ:Your cover letter is your chance to shine! Tell us why you want to work at Case IQ specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Case IQ!
How to prepare for a job interview at Case IQ
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
