Senior Customer Success Manager – Commercial

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CaptivateIQ

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

💼 Consulting

🏭 Manufacturing

📦 Logistics

💰 $100M Series C on 2022-01

Consulting • Manufacturing • Logistics

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.

📋 Description

• Manage a portfolio of 45–55 mid-market accounts, driving adoption, retention, and growth, with a success KO and value map for every new account within 60 days. • Build and execute multi-quarter success plans tied to measurable customer value. • Lead QBRs, executive briefings, and business reviews using data-driven value stories. • Run renewal and expansion strategy, identify expansion signals, negotiate renewals, and build business cases. • Own retention, expansion, and forecast accuracy, including accurate weekly forecasts. • Build relationships across comp admins, Finance, RevOps, HR, Sales, and executive stakeholders. • Independently manage escalations and churn-risk motions, escalating with clear context and proposed actions. • Represent the customer with Product and Engineering through structured voice-of-customer insights. • Collaborate with Professional Services, Support, and Product. • Develop product and domain expertise in incentive compensation and sales performance management. • Share strategies, wins, insights, and playbooks with peers and raise team standards. • Integrate AI agents and LLMs into daily workflows for automation, account analysis, and predictive health monitoring.

🎯 Requirements

• 5+ years of progressive experience in Customer Success, Account Management, or a similar SaaS role. • Track record of 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 and experience running structured renewal and expansion strategy end-to-end. • Experience negotiating principled give/get tradeoffs while balancing customer advocacy and business goals. • Strong executive presence and consultative storytelling for C-suite audiences and senior stakeholders. • Strategic, curious, and customer-centric mindset focused on long-term outcomes. • Strong operational rigor in documentation, forecasting, and account planning. • Ability to operate with minimal oversight and run escalations independently. • Technical curiosity and comfort engaging with product architecture, integrations, and workflow automation; coding is not required. • Nice to have: experience with Incentive Compensation Management, Sales Performance Management, or complex Fintech/Accounting solutions. • Nice to have: proficiency with Salesforce, ChurnZero, or similar CRM and Customer Success platforms. • Nice to have: informal mentoring, enablement, or process-improvement experience.

🏖️ Benefits

• (US-ONLY)Comprehensive Healthcare: 100% coverage for medical, dental, and vision for all FTEs, with roughly 75% coverage for dependents. • Flexible Time Off: Flexible vacation days plus quarterly mental health days. • Annual stipends for professional development and caretaking needs. • Annual work anniversary bonuses that grow with tenure. • (US-Only) 401(k) retirement savings plan. • Latest Apple hardware. • Active Employee Resource Groups (ERGs) supporting DEI goals.