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Senior Customer Success Manager - Commercial

2 weeks, 2 days ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM LLM Salesforce
Apply Now
CaptivateIQ

CaptivateIQ

CaptivateIQ is the agile commission solution that simplifies sales expenses and drives business growth with automated data management and real-time earnings visibility.

Internet Software & Services
251-1K
Founded 2017
$165M raised
View All Jobs 25

Description

  • Manage a portfolio of 45–55 mid-market accounts and own adoption, retention, and growth outcomes.
  • Build and execute multi-quarter success plans tied to measurable customer value.
  • Lead QBRs, executive briefings, and business reviews that connect product value to business impact.
  • Run renewal and expansion motions end-to-end, including identifying expansion opportunities and negotiating terms.
  • Own retention, expansion, and forecast accuracy for your portfolio with weekly forecasting and clear outcome ownership.
  • Build multi-threaded relationships across technical admins, finance leaders, executives, and cross-functional stakeholders.
  • Manage escalations and churn risk proactively with minimal manager oversight.
  • Serve as the voice of the customer by surfacing product feedback to Product and Engineering.
  • Partner with Professional Services, Support, and Product to deliver a seamless customer experience.
  • Share strategies, wins, and playbooks that improve team performance and operational excellence.

Requirements

  • 5+ years of progressive experience in Customer Success, Account Management, or a similar SaaS role.
  • Experience operating at a senior or advanced individual-contributor level.
  • Proven success driving measurable customer outcomes in a high-volume, high-value portfolio.
  • Strong commercial acumen with experience leading renewal and expansion strategy end-to-end.
  • Strong executive presence and consultative storytelling skills for C-suite and senior stakeholders.
  • Strong operational rigor in documentation, forecasting, and account planning.
  • Ability to operate with minimal oversight and run escalations independently.
  • Technical curiosity and comfort discussing product architecture, integrations, and workflow automation.
  • Experience with Incentive Compensation Management (ICM), Sales Performance Management (SPM), or complex fintech/accounting solutions (preferred).
  • Proficiency with CRMs such as Salesforce and Customer Success platforms such as ChurnZero (preferred).
  • Informal mentoring, enablement, or process-improvement experience (preferred).

Benefits

  • 100% employer-covered medical, dental, and vision insurance for US full-time employees, with about 75% coverage for dependents.
  • Flexible vacation days plus quarterly mental health days.
  • Annual stipends for professional development and caretaking needs.
  • Annual work anniversary bonuses that increase with tenure.
  • 401(k) retirement savings plan for US employees.
  • Latest Apple hardware provided for work.
  • Active employee resource groups and an inclusive community environment.

Interested in this position?

Apply directly on the company website

Apply Now

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