Customer Success Manager, CaptivateIQ

• This role is ideal for someone who thrives in a fast-moving SaaS environment, manages a healthy mix of strategic and high-touch accounts, and loves driving measurable business impact - not just checking boxes
• If you’re passionate about helping customers achieve their goals, can navigate from comp admin to CFO, and are skilled in both storytelling and commercial execution, this role is for you
• 2–4 years of experience in Customer Success, Account Management, or similar SaaS role
• Proven success managing a high-volume, high-value customer portfolio — prioritizing effectively across varied needs and engagement levels
• Strong commercial acumen — experienced in renewal negotiations, deal execution, and balancing customer advocacy with business goals
• Exceptional communication and relationship-building skills, from admins to C-suite stakeholders
• Strategic, curious, and customer-centric mindset — focused on long-term outcomes, not transactional check-ins
• Strong organizational rigor: documentation, forecasting, and account planning come naturally to you

Desirable

• We’re looking for a Customer Success Manager (CSM) to join our Commercial Customer Success team
• You’ll own a portfolio of mid-market customers and serve as their trusted partner - ensuring successful product adoption, renewals, and expansion through strong relationships, business acumen, and proactive account leadership
• Own your book of business: Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio
• Champion customer outcomes: Understand each customer’s business goals and connect product adoption to measurable results and ROI
• Tell the customer story: Deliver compelling QBRs and executive briefings that tie product value to business impact
• Lead commercial conversations: Own renewal and expansion discussions end-to-end, collaborating with Sales, Legal, and leadership as needed
• Own your book of business: Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives
• Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives — tailoring value conversations to each
• Operate with ownership: Proactively identify risks, escalate with clear context and proposed actions, and deliver predictable follow-through
• Advocate internally: Serve as a voice of the customer with Product & Engineering teams, by synthesizing and surfacing customer product feedback
• Collaborate cross-functionally: Partner with Professional Services, Support, and Product to align on solutions and ensure a seamless customer experience
• Become a product expert: Understand how our platform works and how it delivers value, so you can help customers translate functionality into meaningful business outcomes
• Contribute to team growth: Spot patterns across accounts, surface insights that improve processes, and help scale customer storytelling and success playbooks