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Scaled Customer Success Manager

2 weeks ago

Canada Case IQ Full time

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.

In a strategic expansion, Case IQ acquired Lextegrity, enhancing its offerings to create a comprehensive, end-to-end compliance solution. The unified platform now includes advanced whistleblowing solutions, robust case management tools, and a suite of compliance tools for approvals, disclosures, third-party risk management, and real-time compliance monitoring. By integrating real-time risk detection and AI-driven insights, Case IQ sets a new standard in compliance management, enabling faster investigations, more impactful outcomes, and enhanced operational efficiency.

We're looking for a proactive and tech-savvy CSM to support our growing customer base using a hybrid model that combines 1:1 relationship management with scalable, tech-enabled strategies. You'll manage customer onboarding, facilitate training, lead key meetings, and create programs that drive engagement and adoption.

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.
  • 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 Salesforce 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.

What We're Looking For:

  • 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.

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