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Incident IQ HQ (Atlanta)

About Us: Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students.

Purpose: Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We're focused on delivering the tools, support, and partnerships that help make that vision a reality.

Mission: Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We're reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education.

Customer Success Intern Overview:

In today's high-growth SaaS landscape, operational excellence is the engine behind successful client partnerships. As a Customer Success Manager (CSM) Intern at Incident IQ, you will step beyond traditional "shadowing" to become an active contributor to our customer success operations. We are looking for a tech-savvy, analytical, and relationship-driven student to help us scale the systems and data strategies that drive value for our rapidly expanding customer base.

This isn't a passive internship; it is a hands-on technical and operational apprenticeship. You will gain direct experience with the essential tools of the trade—auditing data health in Gainsight, leveraging AI to build knowledge systems, and collaborating cross-functionally with Product, Marketing, and Implementation teams. You will bridge the gap between raw customer data and actionable business insights, gaining a comprehensive understanding of the mechanics behind a high-growth technology organization.

If you are passionate about the intersection of data, software-as-a-service (SaaS) architecture, and strategic relationship management, this role is the ideal launchpad for your career. You will develop the professional acumen and technical versatility required to excel in modern customer success, ensuring our team maintains the operational standard that fuels our growth.

Customer Success Intern Responsibilities:

• Professional Growth & Collaboration: Shadow customer calls to gain exposure to relationship management; network with cross-functional teams (Product, Implementation, Marketing) to broaden organizational understanding; and participate in mentorship with seasoned CSM practitioners.
• Knowledge Management: Synthesize internal CS queries to build out a Community Knowledge Base; organize and audit Confluence documentation to ensure pages are current and accurate.
• AI & Analytics Utilization: Leverage AI tools and recordings to capture helpdesk solutions and build a robust customer reference database; track and record critical customer data and metrics.
• Strategic Initiatives: Assist in the design and implementation of Gainsight CS Dashboards; support the planning and execution of the CS Summit in December, including logistics, agenda development, and presentation materials.
• Implementation Support: Audit go-live milestones against onboarding data to ensure process accuracy and system health.
• Workflow Consultation: Assist in hands-on workflow building consultations to support customer operational success and platform utilization.
• Data & Contact Management: Support ongoing contact management and clean-up efforts to ensure database integrity.
• Operational Scaling & Data Management: Audit customer licenses against enabled features to ensure accuracy in Gainsight.
• Technical Enablement: Gain proficiency in the Customer Success tech stack (Gainsight, CRM, Confluence, AI-driven analytics); leverage these tools to generate data-driven reports and in product workflows to identify operational trends that influence account health and customer satisfaction.

Customer Success Intern Requirements:

• Analytical mindset with a strong attention to detail regarding data integrity and auditing.
• Familiarity with Customer Success tools (Gainsight, CRM, Confluence) or a strong willingness to learn technical platforms is a plus.
• Excellent communication skills for generating documentation and planning.
• Interest in leveraging AI tools for operational efficiency and knowledge management.
• Customer Service experience is a plus
• Communications, Business, Marketing or Psychology education a plus

What makes Incident IQ different:

• We facilitate whole-person growth where employees can develop personally as well as professionally.
• We offer an energetic and collaborative environment; everyone's opinion matters!
• We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
• We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in 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).

Incident IQ is an Equal Opportunity Employer