Incident IQ
Company Overview
Atlanta-based, Incident IQ is a SaaS service management platform built for K-12 schools. The Incident IQ platform supports IT asset management, help desk ticketing, facilities maintenance, Human Resources service delivery, and more, helping districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on cloud-based software that is widely adopted by K-12 school districts.
Our environment is inclusive and transparent; our team members are respected contributors who exhibit openness, integrity, collaboration, enthusiasm, and effort.
Customer Success Associate Overview
As a Customer Success Associate at Incident IQ, you will support the success and satisfaction of our K-12 customers. You will assist the Customer Success Management team in helping districts maximize the value of our SaaS products and services. This role is designed as a developmental position to prepare you for promotion into the Customer Success Manager pathway. You will collaborate with CSMs, Implementation, and Product teams to gain hands-on experience in onboarding, adoption, reporting, and engagement activities. The goal is to develop foundational skills in customer communication, data fluency, and product knowledge to deliver measurable outcomes and outstanding customer experiences.
Customer Success Associate Responsibilities
Own the customer journey for a segment of accounts representing a large book of smaller customers (200+ accounts)
Support onboarding and implementation activities by assisting with account setup, milestone tracking, and documentation as needed, including Premium App onboarding
Facilitate introductory customer meetings, trainings, and platform walkthroughs, and provide ongoing support through product adoption
Develop working knowledge of Incident IQ’s modules, features, and best practices for adoption and digital support tools
Serve as a bridge between one-to-one CSMs and Support to ensure high-volume accounts receive quality, timely service
Maintain proactive communication with assigned customers via email, Zoom, phone, and scheduled check-ins
Coordinate customer-facing meetings, webinars, and district reviews; document action items and outcomes
Provide training and educational materials for end-users and administrators using iiQ Academy, iiQ Community and other digital resources
Data Management & Reporting
Maintain accurate and up-to-date customer records in CRM tools such as Gainsight
Track and summarize customer engagement, usage, and feedback metrics for a book of 200+ customers
Prepare documentation to support internal reviews of customer adoption and satisfaction trends
Cross-Functional Collaboration
Partner with Sales, Implementation, and Product teams to ensure a seamless customer experience
Gather and relay customer insights that inform product enhancements and feature development
Support initiatives that streamline customer success processes and improve operational efficiency
Learning & Growth
Participate in structured development programs focused on product mastery, communication, and SaaS customer success best practices
Demonstrate ongoing progress across key competencies: Customer Engagement, Product Knowledge, Business Acumen, Data Fluency, Collaboration & Leadership, Process Excellence, and Results Orientation
Requirements
Bachelor’s degree in Education, Business, or related field (or equivalent experience)
0–2 years of experience in customer success, customer support, education technology, or SaaS preferred
Strong communication, presentation, and interpersonal skills
Proficiency in Google Workspace, Zoom; experience with CRM tools (Salesforce, Gainsight, and Incident IQ a plus but not required)
Analytical mindset with ability to interpret data, identify trends, and present insights
Organized and detail-oriented with excellent time management
Passion for education, technology, and improving outcomes for schools and students
Exceptional time management and organizational skills
Strong technical aptitude with the ability to troubleshoot, experiment, and build product expertise across evolving systems
What makes Incident IQ different
We support whole-person growth for employees, both personally and professionally
We offer an energetic, collaborative environment where every opinion matters
We develop software that empowers K-12 schools to run efficiently, improving the classroom experience for students
We provide a good work/life balance with multiple office locations in Atlanta and Alpharetta
Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).
Equal Opportunity Employer Incident IQ is an Equal Opportunity Employer
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Atlanta-based, Incident IQ is a SaaS service management platform built for K-12 schools. The Incident IQ platform supports IT asset management, help desk ticketing, facilities maintenance, Human Resources service delivery, and more, helping districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on cloud-based software that is widely adopted by K-12 school districts.
Our environment is inclusive and transparent; our team members are respected contributors who exhibit openness, integrity, collaboration, enthusiasm, and effort.
Customer Success Associate Overview
As a Customer Success Associate at Incident IQ, you will support the success and satisfaction of our K-12 customers. You will assist the Customer Success Management team in helping districts maximize the value of our SaaS products and services. This role is designed as a developmental position to prepare you for promotion into the Customer Success Manager pathway. You will collaborate with CSMs, Implementation, and Product teams to gain hands-on experience in onboarding, adoption, reporting, and engagement activities. The goal is to develop foundational skills in customer communication, data fluency, and product knowledge to deliver measurable outcomes and outstanding customer experiences.
Customer Success Associate Responsibilities
Own the customer journey for a segment of accounts representing a large book of smaller customers (200+ accounts)
Support onboarding and implementation activities by assisting with account setup, milestone tracking, and documentation as needed, including Premium App onboarding
Facilitate introductory customer meetings, trainings, and platform walkthroughs, and provide ongoing support through product adoption
Develop working knowledge of Incident IQ’s modules, features, and best practices for adoption and digital support tools
Serve as a bridge between one-to-one CSMs and Support to ensure high-volume accounts receive quality, timely service
Maintain proactive communication with assigned customers via email, Zoom, phone, and scheduled check-ins
Coordinate customer-facing meetings, webinars, and district reviews; document action items and outcomes
Provide training and educational materials for end-users and administrators using iiQ Academy, iiQ Community and other digital resources
Data Management & Reporting
Maintain accurate and up-to-date customer records in CRM tools such as Gainsight
Track and summarize customer engagement, usage, and feedback metrics for a book of 200+ customers
Prepare documentation to support internal reviews of customer adoption and satisfaction trends
Cross-Functional Collaboration
Partner with Sales, Implementation, and Product teams to ensure a seamless customer experience
Gather and relay customer insights that inform product enhancements and feature development
Support initiatives that streamline customer success processes and improve operational efficiency
Learning & Growth
Participate in structured development programs focused on product mastery, communication, and SaaS customer success best practices
Demonstrate ongoing progress across key competencies: Customer Engagement, Product Knowledge, Business Acumen, Data Fluency, Collaboration & Leadership, Process Excellence, and Results Orientation
Requirements
Bachelor’s degree in Education, Business, or related field (or equivalent experience)
0–2 years of experience in customer success, customer support, education technology, or SaaS preferred
Strong communication, presentation, and interpersonal skills
Proficiency in Google Workspace, Zoom; experience with CRM tools (Salesforce, Gainsight, and Incident IQ a plus but not required)
Analytical mindset with ability to interpret data, identify trends, and present insights
Organized and detail-oriented with excellent time management
Passion for education, technology, and improving outcomes for schools and students
Exceptional time management and organizational skills
Strong technical aptitude with the ability to troubleshoot, experiment, and build product expertise across evolving systems
What makes Incident IQ different
We support whole-person growth for employees, both personally and professionally
We offer an energetic, collaborative environment where every opinion matters
We develop software that empowers K-12 schools to run efficiently, improving the classroom experience for students
We provide a good work/life balance with multiple office locations in Atlanta and Alpharetta
Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).
Equal Opportunity Employer Incident IQ is an Equal Opportunity Employer
#J-18808-Ljbffr