Case IQ

• You will be responsible for managing change requests from assignment to successful delivery while ensuring customer satisfaction. • You are front-line with the customer and are expected to coordinate and lead all aspects of the delivery. • This is a hands-on role where the ability to understand subtleties of customer and employee needs along with detailed knowledge of the software delivery cycle are essential to succeed. • This role continuously develops customer relationships that promote retention and loyalty. • Working with customers, partners and team members through requirements analysis, design, development, deployment and operation phases. • Documentation of project plans, requirements and acceptance criteria, write user stories, prepare test plans. • Direct engagement of the customer communication throughout the CR lifecycle: initiating and running meetings, managing timelines, providing updates, and demos. • Primary point of contact for the customer through the Change Request lifecycle. • Controlling scope and identifying where other support paths are appropriate for the customer. • Coordinating and communicating with development resources to prioritize stories, manage development timelines and deployment. • Ensuring that project costs are tracked accurately through proper time reporting practices. • Managing project close-out process (billing, lessons learned, etc.). • Manage multiple change requests simultaneously, setting priorities appropriately. • Fostering teamwork and building a positive and professional work environment. • Mentoring team members, offering encouragement, advice and feedback as required. • Help to implement a feedback mechanism to gather regular feedback from customers and analyze customer data to identify software improvements that result in Change Requests. • Focused on educating our customers on the flexibility and potential of our software to help encourage continued usage of our product. • Works closely with the Development Team Lead and Director of Customer Care to manage and schedule Team Resourcing. • Keeping the leadership informed on project status, challenges and new opportunities. • Building customer confidence to attain reference-able customers. • Working with and supporting other teams in any capacity to further Case IQ’s interests.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. - 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. Qualifications - 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). 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. Location Canada (Remote) Department Customer Success Employment Type Full-Time Compensation 55-65k CAD

In this role (remote-first), you will be working with our programming team and project personnel in the development, testing, and implementation of our business process automation solutions, as well as providing development support to our customers post-implementation. Full stack development with JavaScript using Node.js and Backbone.js frameworks Modify data and update database structures for an SQL type database Review and complete assigned tickets while managing feedback loop as needed Utilize troubleshooting skills while providing technical support to customers via email and phone Ensure customer requests are acknowledged and resolved within SLA’s Debug reported issues within the application while testing and verifying changes Consistently update and manage GitHub branches and changes Utilize a Linux based operating system to manage and deploy application changes via Docker Contribute to product evolution and acquire new knowledge to improve support offering

• Prepare monthly, quarterly, and annual financial close activities • Prepare monthly and quarterly financial reporting • Ensure compliance with U.S. GAAP and internal accounting policies • Manage intercompany transactions and reconciliations across entities • Handle foreign currency accounting, including remeasurement and translation • Maintain and optimize accounting processes within NetSuite and become the go-to expert • Prepare balance sheet reconciliations and investigate variances • Support audits, tax filings, and other regulatory requirements • Collaborate cross-functionally to resolve accounting and reporting issues • Identify process improvements and contribute to scalable accounting operations • Assist with FP&A responsibilities.