Customer Success Manager

Case IQ is a leading B2B SaaS 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 ou