Jobs at Incident IQ (Now Hiring) — 6 open

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