Senior Customer Success Manager, Enterprise
CaptivateIQ
full-time
Posted on:
Location Type: Hybrid
Location: Austin • North Carolina • Tennessee • United States
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Salary
💰 $115,000 - $150,000 per year
Job Level
About the role
- Build and execute multi-quarter success plans that directly link platform use cases and adoption milestones to measurable, quantifiable value for the customer.
- Partner with executive stakeholders (C-suite, Finance, RevOps, HR, Sales) to align CaptivateIQ to their strategic initiatives and compensation strategy.
- Lead business reviews and strategic planning sessions that tell a data-driven value story and influence renewal and expansion decisions.
- Proactively manage and mitigate churn risk, surfacing solutions and driving alignment across internal teams (Product, Engineering, and Services), external stakeholders, and leadership levels.
- Develop multi-threaded relationships across global and cross-functional customer teams - from compensation admins to CROs and CFOs.
- Serve as a trusted advisor who can bridge business and technical discussions, guiding customers through complex workflows and integrations.
- Develop a deep understanding of CaptivateIQ’s platform to advise on best practices and guide customers through complex scenarios.
- Build domain expertise in incentive compensation and sales performance management, developing a point of view to act as a true strategic partner to customers.
- Partner with Product and Engineering to advocate for customer needs through structured voice-of-customer insights.
- Own full accountability for customer retention, expansion, and forecast accuracy within your portfolio, balancing customer advocacy with business objectives.
- Negotiate and influence renewals and upsells that balance customer advocacy with business objectives.
- Collaborate with Account Directors and leadership on renewal and expansion strategy, building business cases that link customer value to commercial impact.
Requirements
- 5+ years of progressive experience in Customer Success or Account Management within a B2B SaaS; at least 2+ years managing large enterprise-level accounts ($100K+ ARR)
- Proven success driving measurable customer outcomes, renewals, and expansions within large, global organizations.
- Strong executive presence and consultative storytelling skills - able to frame technical and financial narratives for C-suite audiences (CFO, CRO, or RevOps) and senior stakeholders.
- Demonstrated technical curiosity and comfort engaging on product architecture, integrations, and workflow automation (you don’t need to code, but you lean in to understand).
- Proficiency with account planning, forecasting, and value realization frameworks.
- Bonus: experience in Sales Performance Management, Incentive Compensation, or RevOps technology.
Benefits
- (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
- Flexible vacation days and quarterly mental health days so you can recharge
- Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
- Annual stipends for professional development and caretaking
- (US-ONLY) 401k plan to participate in and save towards the future
- Newest Apple products to help you do your best work
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account planningforecastingvalue realization frameworksworkflow automationproduct architectureintegrationscustomer outcomesrenewalsexpansionsB2B SaaS
Soft Skills
executive presenceconsultative storytellingrelationship buildingstrategic planninginfluencecustomer advocacynegotiationalignmentcommunicationproblem-solving