Principal Customer Success Manager, CaptivateIQ
Enterprise
$130-180k
OTE
3 days a week in office
Commission management platform
Open for applications
Commission management platform
201-500 employees
Open for applications
$130-180k
OTE
3 days a week in office
201-500 employees
Company mission
To bring joy and transparency to sales performance management.
Role
Who you are
- 7+ years of progressive experience in Customer Success or Account Management within a B2B SaaS; at least 3+ years managing large enterprise-level accounts ($100K+ ARR)
- Proven success driving measurable customer outcomes, renewals, and expansions within large, global organizations
- Strong executive presence and consultative storytelling skills - able to frame technical and financial narratives for C-suite audiences (CFO, CRO, or RevOps) and senior stakeholders
- Demonstrated technical curiosity and comfort engaging on product architecture, integrations, and workflow automation (you don’t need to code, but you lean in to understand)
- Proficiency with account planning, forecasting, and value realization frameworks
- Bonus: experience in Sales Performance Management, Incentive Compensation, or RevOps technology
What the job involves
- We’re looking for a strategic and experienced Principal Customer Success Manager to serve as the trusted advisor to our largest and most complex global customers (typically 2,000+ employees and multi-million-dollar compensation programs)
- As an Enterprise CSM, you’ll own the full customer lifecycle — from onboarding and adoption through renewal and expansion
- You’ll work cross-functionally with Sales, Product, Support, and Professional Services to align on business outcomes and influence product development with real-time feedback
- You’ll partner with senior and executive stakeholders, utilizing structured planning to help them achieve long-term success
- Build and execute multi-quarter success plans that directly link platform use cases and adoption milestones to measurable, quantifiable value for the customer
- Partner with executive stakeholders (C-suite, Finance, RevOps, HR, Sales) to align CaptivateIQ to their strategic initiatives and compensation strategy
- Lead business reviews and strategic planning sessions that tell a data-driven value story and influence renewal and expansion decisions
- Proactively manage and mitigate churn risk, surfacing solutions and driving alignment across internal teams (Product, Engineering, and Services), external stakeholders, and leadership levels
- Develop multi-threaded relationships across global and cross-functional customer teams - from compensation admins to CROs and CFOs
- Serve as a trusted advisor who can bridge business and technical discussions, guiding customers through complex workflows and integrations
- Develop a deep understanding of CaptivateIQ’s platform to advise on best practices and guide customers through complex scenarios
- Build domain expertise in incentive compensation and sales performance management, developing a point of view to act as a true strategic partner to customers
- Partner with Product and Engineering to advocate for customer needs through structured voice-of-customer insights
- Own full accountability for customer retention, expansion, and forecast accuracy within your portfolio, balancing customer advocacy with business objectives
- Negotiate and influence renewals and upsells that balance customer advocacy with business objectives
- Collaborate with Account Directors and leadership on renewal and expansion strategy, building business cases that link customer value to commercial impact
Our take
CaptivateIQ is an incentive compensation platform using AI to automate commission workflows. Businesses spent an exorbitant amount each year managing commission processes, so the company's no-code SaaS is a welcome overhaul for the sector.
CaptivateIQ's platform improves both the efficiency and accuracy of existing legacy processes, serving any type of organization that utilizes a performance-based compensation plan. The founding team has real experience with the cumbersome process of managing commission payments, which is why they chose to target this particular problem.
CaptivateIQ has been smart in building a more generic product, allowing it to attract big-name clients from different sectors. This broad customer acquisition, atop regular funding injections, has helped CaptivateIQ reach Unicorn status. The company continues to add to its offering, for example with the launch of its AI-powered payee experience in 2025.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-14% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2022
$100m
SERIES C
Apr 2021
$46m
SERIES B
Total funding: $159.2m
Company benefits
- 100% of medical, dental, and vision covered including 75% for dependents 🇺🇸
- Unlimited vacation days and quarterly mental health days so you can recharge 🇺🇸
- $1,000 to explore your dream destination on your work anniversary 🇺🇸
- $500 annual professional development stipend to continue growing and learning 🇺🇸
- $500 home office stipend to decorate your home office 🇺🇸
- $1,000 caretaker stipend to make sure our parent colleagues are being supported 🇺🇸
- Virtual team lunches to keep you connected 🇺🇸
- 401k plan to participate in and save towards the future 🇺🇸
- Newest hardware and tools for the job 🇺🇸
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ 🇺🇸
Company HQ
China Basin, San Francisco, CA
Leadership
Mark Schopmeyer
(Co-CEO & Co-founder)Former Investment Professional at Carrick Capital Partners and Finance and Strategy Manager at BrightRoll. Former Investment Banking Analyst at Jefferies & Company and Lehman Brothers. BA in Business Administration from Berkley School of Business.
Conway Teng
(Co-CEO & Co-founder)Former employee at Gusto in Finance and Business Operations. Previously Head of Growth at OrderAhead. Founder of FiveStars. Graduated from Berkley.
Hubert Wong
(Principal Engineer & Co-founder)Was CTO of the company for 6 years. Former Senior Software Engineer at Vungle, OpenTable and CoPilot Labs. BS in Electrical Engineering and Computer Science at Berkley.
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