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
account planningforecastingvalue realization frameworksworkflow automationproduct architectureintegrationscustomer outcomesrenewalsexpansionsB2B SaaS
Soft skills
executive presenceconsultative storytellingrelationship buildingstrategic planninginfluencecustomer advocacynegotiationalignmentcommunicationproblem-solving