Senior Customer Success Manager, CaptivateIQ

• 5+ years of progressive experience in Customer Success, Account Management, or similar SaaS role, with a track record of operating at a senior or advanced individual-contributor level
• Proven success driving measurable customer outcomes and results in a high-volume, high-value customer portfolio — prioritizing effectively across varied needs and engagement levels
• Strong commercial acumen — experienced running structured renewal and expansion strategy end-to-end, negotiating principled give/get tradeoffs, and balancing customer advocacy with business goals
• 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
• Strategic, curious, and customer-centric mindset — focused on long-term outcomes, not transactional check-ins
• Strong operational rigor: documentation, forecasting, and account planning come naturally to you
• Demonstrated ability to operate with minimal oversight — running escalations independently and proactively sharing wins, strategies, and playbooks that help raise the bar for peers
• 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)

Desirable

• We’re looking for a Senior Commercial Customer Success Manager to join our high-growth team as a strategic orchestrator
• This isn't a check-the-box position; you will lead a dynamic portfolio of 45–55 accounts, acting as a trusted partner to navigate complex organizations from technical admins to the C-suite
• As a senior member of the Commercial team, you'll be trusted to run multi-quarter value programs with minimal oversight, and you'll set the bar for the team by sharing strategies, wins, and playbooks that raise the level of the whole org
• By blending data-driven storytelling with sharp commercial execution, you will drive measurable business transformation, adoption, and expansion
• You'll independently run the majority of escalation and risk motions — looping in leadership with clear context rather than needing their direction — and you'll negotiate renewals with principled, give/get tradeoffs rather than reflexive discounts
• You’ll be empowered to deploy AI agents to automate manual workflows, allowing you to scale your impact and focus on high-value strategy. We value disciplined, team-first individuals ready to leverage modern tools to redefine the industry standard
• If you’re passionate about helping customers achieve their goals and can navigate from comp admin to CFO, this role is for you
• Own your book of business: Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio, with a success KO and value map in place for every new account within 60 days
• Champion customer outcomes: Build and execute multi-quarter success plans that directly link platform use cases and adoption milestones to measurable, quantifiable value — anticipating what's next and keeping stakeholders and execs aligned as strategy shifts
• Tell the customer story: Lead QBRs, executive briefings, and business reviews that tell a data-driven value story, tying product value to business impact and influencing renewal and expansion decisions
• Lead commercial conversations: Run structured renewal and expansion strategy end-to-end — identifying expansion signals tied to new use cases or modules, negotiating with principled give/get tradeoffs rather than reflexive discounting, and building business cases that link customer value to commercial impact
• Forecast with precision: Own full accountability for retention, expansion, and forecast accuracy within your portfolio — presenting accurate weekly forecasts, "calling your shot" on renewal outcomes, and consistently delivering on targets
• Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives — partnering with stakeholders across Finance, RevOps, HR, and Sales to align CaptivateIQ to their strategic initiatives, tailoring communication to each audience, and driving in-person onsites where it matters most
• Operate with ownership: Run the majority of escalation and risk motions without manager assistance — proactively managing and mitigating churn risk, surfacing clear context and proposed actions to leadership, and delivering predictable follow-through
• Advocate internally: Serve as a voice of the customer with Product & Engineering, synthesizing and surfacing customer product feedback through structured voice-of-customer insights
• Collaborate cross-functionally: Partner with Professional Services, Support, and Product to align on solutions and ensure a seamless customer experience
• Become a product and domain expert: Understand how our platform works and how it delivers value, building domain expertise in incentive compensation and sales performance management so you can act as a true strategic partner and trusted advisor — bridging business and technical discussions and guiding customers through complex workflows and integrations
• Raise the bar for the team: Spot patterns across accounts, surface insights that improve processes, and take the lead in sharing strategies, wins, and success playbooks with peers — serving as a go-to resource on the team
• Drive operational excellence by integrating AI into your daily motion — from running agents that automate common tasks to using LLMs for deep-dive account queries and predictive health monitoring