Manager, Customer Success

Job not on LinkedIn

July 28

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $143k - $183k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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CaptivateIQ

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Finance • Software as a Service (SaaS) • Enterprise

CaptivateIQ is a modern sales commission solution that helps businesses to significantly improve revenue performance. By automating and simplifying the entire commission process, it allows sales teams to focus on selling rather than administrative tasks. The platform offers tools for real-time visibility and analytics, which motivate sales representatives and offer insights to sales leaders. CaptivateIQ's solution is flexible, transparent, and designed to scale with growing businesses, offering features like AI-powered intelligence and SmartGrid™ technology. Notably, it caters to various industries such as financial services, manufacturing, media and entertainment, among others, providing a strategic advantage in managing and optimizing sales performance management initiatives.

201 - 500 employees

Founded 2017

💸 Finance

🏢 Enterprise

💰 $100M Series C on 2022-01

📋 Description

• CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It's time to rethink ROI - your return on incentives - with CaptivateIQ. • With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to improve their return on incentives and sales planning. • Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work! • About the Role • We’re looking for a strategic and results-driven Manager of Customer Success to lead and scale a team of CSMs supporting our Commercial (SMB and Mid-Market) customers. This role is pivotal in driving value, retention, and growth through a tech-touch and digitally scaled CS strategy. You'll lead a high-performing team managing large books of business efficiently, while shaping the future of our digital-first customer engagement model. • The ideal candidate brings deep experience in scaled CS motions, fluency with tools like ChurnZero, and a passion for operationalizing impactful, tech-enabled customer experiences. You’ll work cross-functionally with Sales, Marketing, Product, Operations, and Professional Services to deliver a seamless and unified customer journey. • This is an opportunity to help scale a Customer Success function during a pivotal growth phase, build a modern CS motion from the ground up, and join a collaborative, mission-driven team obsessed with customer impact.

🎯 Requirements

• Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 3+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers. • Proven success leading tech-touch and digital CS programs; experience with ChurnZero or similar CSPs strongly preferred. • Scaled CS: Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50–200 accounts per CSM). Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems. • Analytical Abilities: Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance. • Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product. • Leadership: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture. • Communication: Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels. • Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales & Marketing, Product, Operations and Professional Services to enhance the customer journey. • Industry Knowledge: Experience in sales planning, incentive compensation management or adjacent industries is a plus but not required.

🏖️ 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