Enterprise Customer Success Manager, CaptivateIQ
$130-173k
Salary only applicable to US candidates and may vary for Canadian candidates
Commission management platform
Be an early applicant
Commission management platform
201-500 employees
Be an early applicant
$130-173k
Salary only applicable to US candidates and may vary for Canadian candidates
201-500 employees
Company mission
To modernise the world of incentive compensation in the hope that people will feel more connected at work if there is greater transparency in how they are rewarded for their efforts.
Role
Who you are
- The ideal candidate is a results-driven leader passionate about customer success, skilled in developing top-tier customer success talent, and experienced in driving adoption, retention, and expansion across complex enterprise accounts
- Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 3+ years managing a high-performing team of enterprise-level CSMs
- Industry Knowledge: Experience in incentive compensation management or adjacent industries is a plus but not required
- Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product
- Leadership Skills: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture
- Enterprise Business Acumen: Ability to strategically manage both internal and external executive stakeholder relationships, and to articulate a value story tied to business results
- Analytical Abilities: Strong proficiency with data analysis and customer success metrics, such as NPS, CSAT, and churn rates, and familiarity with customer success platforms and tools
- Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales, Product, and Professional Services to enhance the customer journey
- Communication: Exceptional communication skills, with the ability to present and influence effectively at all levels of an organization
What the job involves
- We are seeking an experienced Manager of Enterprise Customer Success to lead a team of six high-performing Enterprise Customer Success Managers (CSMs) who own the relationships with our largest and most strategic customers
- In this role you will report to the Director of Customer Success and will work cross-functionally with Sales, Product, and Professional Services to create a unified customer experience that exceeds expectations and contributes to our long-term growth
- Lead, coach, and mentor a team of six Enterprise CSMs to achieve customer satisfaction, retention, product adoption, and expansion goals
- Drive CSM performance through regular coaching, skill-building, and continuous feedback to ensure team members achieve personal and professional growth
- Foster a collaborative, customer-centric team culture, and champion best practices in customer success
- Develop and execute scalable strategies for driving customer adoption, satisfaction, and retention among enterprise accounts
- Establish processes and playbooks for customer lifecycle management, including onboarding, adoption, renewals, and expansion
- Deliver increased product adoption and customer value realization, focusing on driving measurable outcomes and operational efficiencies
- Partner with Product, Sales, and Professional Services to align customer success strategies with broader company objectives and ensure seamless communication across departments
- Closely monitor and report on team and customer success metrics, including retention, NPS, and expansion metrics, driving continual process improvements and identifying areas of opportunity
- Own weekly renewal pipeline and develop strategies to help the CSM team optimize renewals and proactively address contract expiration, taking proactive action to mitigate risks and maximize revenue retention
- Drive strategic engagement with at-risk customers, ensuring timely intervention and resolution of challenges
- Act as an executive sponsor for key accounts, participating in strategic account reviews, QBRs, and executive business reviews alongside the assigned CSM
- Drive value realization through proactive engagement, ensuring our platform meets and exceeds customer expectations in incentive compensation management
- Leverage data and customer insights to monitor the health of accounts, identifying leading indicators of risk and opportunity, and deploying early intervention actions to mitigate churn
- Manage escalations with professionalism and urgency, coordinating internal resources to resolve issues quickly and exceed customer expectations
- Share customer insights and trends with Product, strategically influencing the development of features and enhancements based on customer and market needs
Our take
CaptivateIQ is an incentive compensation platform using AI to automate commission workflows, potentially helping companies make savings on the $800 billion spent each year to manage commission processes. Its no-code SaaS should improve both the efficiency and accuracy of existing legacy processes, providing a much-needed tech overhaul to the sector.
The founding team has real experience with the often over-complicated and cumbersome process of managing commission payments and is joining a raft of companies like UiPath and Celonis in capitalizing on the need to automate sales and finance workflows. CaptivateIQ, founded in 2017, has seen an impressive 600% year-over-year growth and is used by big-name clients like Hopin and ClassPass, attracting healthy investment. This suggests the company is laying firm groundwork in a growing and promising industry.
CaptivateIQ has been smart to keep the platform general enough to apply to any organization needing a performance-based compensation plan. The company's broad customer acquisition and regular funding injections paired with the need for new, robust incentive programmes for scattered and remote workforces has helped CaptivateIQ reach Unicorn status.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jan 2022
$100m
SERIES C
Apr 2021
$46m
SERIES B
Total funding: $159m
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. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent 🇺🇸
Company values
- Elevate everybody’s game - We empower people with solutions that help them do their jobs faster, better, and smarter. Going the extra mile is ingrained in the way we set up our team and customers for success
- One team, one dream - We’re all different but we find common ground and strive to invent, collaborate, and create more. Our synergistic team is two steps ahead of the competition because we treat our stakeholders like teammates
- Share the playbook - We build trust with each other by openly communicating the game plan, the big wins, and the difficult losses. We value constructive feedback from others because that's how we learn and grow
- Enjoy the moment! Everyone is encouraged to bring their authentic selves to work. We play to win but enjoy the fun along the way. Each day is an opportunity to express yourself, create joy, and do good
Company HQ
China Basin, San Francisco, CA
Articles
Leadership
Mark Schopmeyer
(Co-CEO)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)Former employee at Gusto in Finance and Business Operations. Previously Head of Growth at OrderAhead. Founder of FiveStars. Graduated from Berkley.
Hubert Wong
(CTO)Former Senior Software Engineer at Vungle, OpenTable and CoPilot Labs. BS in Electrical Engineering and Computer Science at Berkley.
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