Manager, Enterprise Customer Success

CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It's time to rethink ROI - your return on incentives - with CaptivateIQ.

With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to improve their return on incentives and sales planning.

Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work!

About the Role:

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. 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. 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.

Responsibilities:

• Team Leadership:
• 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.
• Customer Success Strategy:
• 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.
• Renewal and Retention Management:
• 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.
• Customer Engagement:
• 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.

Requirements:

• 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.

Benefits:

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days so you can recharge
• Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
• One time work from home stipend & annual stipends for professional development and caretaking 
• Virtual team lunches to keep you connected
• (US-ONLY) 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• 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

Notice for Prospective Candidates:

• Only emails from @captivateiq.com should be trusted.

We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:

• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
• Ask candidates to make a payment in order to be considered for a position.
• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
• Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.

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