Senior Customer Success Manager, Sales Planning

3 months ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Own the CIQ Planning post-sales lifecycle from implementation through go-live, stabilization, adoption, expansion, and reference readiness.
  • Align with Professional Services to define and enforce implementation milestones, exit criteria, and customer success requirements.
  • Troubleshoot logic, data, and integration issues and support Planning configuration oversight during implementations.
  • Design and maintain the CIQ Planning implementation and customer journey, including stages, artifacts, RACI, and definition of done.
  • Lead 30/60/90-day stabilization, off-season usage, and pre-season health check motions to drive ongoing adoption.
  • Establish and monitor Planning-specific health signals and act proactively on risks to customer success.
  • Build and maintain a cohort of referenceable Planning customers and partner with Marketing on case studies and sales references.
  • Serve as the internal customer voice to Sales, Product, CX, Support, Education, and PMM, including roadmap input and coverage alignment.
  • Support portfolio CSMs and Account Directors on expansion plays, custom working sessions, and renewal conversations.
  • Define Planning customer profiles and maturity matrices and tailor the implementation approach to customer readiness.

Requirements

  • 7+ years of experience in B2B SaaS in roles such as Revenue Operations, Sales Strategy, Sales Planning, Implementation, Professional Services, product specialist, or technical CSM.
  • Hands-on experience running or heavily influencing real planning cycles, including territories, quotas, capacity, forecasting, and performance measurement.
  • Hands-on technical fluency with complex SaaS tools, ideally Sales Planning, SPM, incentive compensation, or adjacent RevOps platforms.
  • Experience working with data models, logic or business rules, and integrations, with the ability to troubleshoot independently and propose workarounds.
  • Proven end-to-end implementation ownership, including scope definition, discovery, design, build, UAT, go-live, and post-go-live stabilization.
  • Demonstrated ability to build playbooks, checklists, journeys, or support models that other teams adopted at scale.
  • Strong strategic and consultative judgment, including the ability to tailor recommendations to customer maturity, data readiness, and organizational constraints.
  • High autonomy and ownership in ambiguous, early-product environments with strong executive communication and influence.
  • Strong cross-functional influence across Sales, Product/EPD, CX, Support, and Education.
  • Bonus: experience with planning tools such as Anaplan, Pigment, Workday Planning, or SPM/ICM platforms such as Xactly, Varicent, or CaptivateIQ.

Benefits

  • OTE salary range of $115,000–$150,000 per year.
  • Equity as part of the total rewards package.
  • Comprehensive health benefits.
  • Other perks and benefits included in CaptivateIQ's competitive total rewards package.
  • Remote full-time role.
  • Opportunity to work on a founding role shaping the Planning CSM function.

Interested in this position?

Apply directly on the company website

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