CaptivateIQ
Overview
Manager, Customer Success at CaptivateIQ. This role leads and scales a team of Customer Success Managers (CSMs) supporting Commercial (SMB and Mid-Market) customers, with a focus on value, retention, and growth through a tech-touch and digitally scaled CS strategy. This range is provided by CaptivateIQ. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$129,000.00/yr - $183,000.00/yr About CaptivateIQ
CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, 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. Backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors supports our mission to enable every company to improve their return on incentives and sales planning. Role and responsibilities
Lead, coach, and inspire a team of 5 high-performing CSMs managing Commercial (SMB and Mid-Market) portfolios, driving satisfaction, adoption, retention, and growth Build a culture of accountability and continuous improvement through targeted coaching, performance feedback, and career development Champion a collaborative, customer-obsessed mindset grounded in CS best practices Design and optimize scalable playbooks across all lifecycle phases—onboarding, adoption, renewal, and expansion—to ensure consistent, high-impact engagement Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like ChurnZero to drive personalized, proactive customer interactions Deliver increased product adoption and customer value realization, focusing on driving measurable outcomes and operational efficiencies Partner cross-functionally with Product, Sales, Marketing, Ops, and Professional Services to align on strategy and elevate the customer journey Work with CS Operations to enhance segmentation models, define lifecycle trigger logic, and improve the precision of automated communications Provide structured customer feedback to influence product direction and go-to-market alignment Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes Monitor key CS metrics—including adoption, retention, expansion, and churn risk signals—and implement strategies to improve outcomes and efficiency Partner with CSMs on strategic engagement for at-risk customers, ensuring timely intervention and resolution Act as an escalation point for priority accounts, resolving escalations with urgency and empathy Leverage customer insights to guide proactive engagement strategies and ensure early intervention Share customer trends and performance insights with internal stakeholders to influence broader CS, product, and company strategy Requirements
Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 3+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers Proven success leading tech-touch and digital CS programs; experience with ChurnZero or similar CSPs strongly preferred Scaled CS: Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50–200 accounts per CSM). Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems Analytical Abilities: Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product Leadership: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture Communication: Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales & Marketing, Product, Operations and Professional Services to enhance the customer journey Industry Knowledge: Experience in sales planning, incentive compensation management or adjacent industries is a plus but not required Location and work arrangement
The candidate selected for this opportunity must reside near one of the following locations: Hybrid (in-office 3 days per week) Austin, TX Remote Raleigh, NC Nashville, TN Toronto, Canada Notice for Prospective Candidates
Only emails from @captivateiq.com should be trusted We are aware of active recruitment scams using the CaptivateIQ name. We will never contact candidates through unverified channels or request sensitive personal information. See the original posting for full details. Benefits
(US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents Flexible vacation days and quarterly mental health days One-time anniversary expense stipend Annual stipends for professional development and caretaking (US-ONLY) 401k plan Newest Apple products to help you do your best work Employee Resource Groups (ERGs) supporting DEI goals The OTE range represents the minimum and maximum for this position across North America. The OTE offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our OTE is just one component of CaptivateIQ\'s competitive total rewards package.
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Manager, Customer Success at CaptivateIQ. This role leads and scales a team of Customer Success Managers (CSMs) supporting Commercial (SMB and Mid-Market) customers, with a focus on value, retention, and growth through a tech-touch and digitally scaled CS strategy. This range is provided by CaptivateIQ. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$129,000.00/yr - $183,000.00/yr About CaptivateIQ
CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, 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. Backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors supports our mission to enable every company to improve their return on incentives and sales planning. Role and responsibilities
Lead, coach, and inspire a team of 5 high-performing CSMs managing Commercial (SMB and Mid-Market) portfolios, driving satisfaction, adoption, retention, and growth Build a culture of accountability and continuous improvement through targeted coaching, performance feedback, and career development Champion a collaborative, customer-obsessed mindset grounded in CS best practices Design and optimize scalable playbooks across all lifecycle phases—onboarding, adoption, renewal, and expansion—to ensure consistent, high-impact engagement Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like ChurnZero to drive personalized, proactive customer interactions Deliver increased product adoption and customer value realization, focusing on driving measurable outcomes and operational efficiencies Partner cross-functionally with Product, Sales, Marketing, Ops, and Professional Services to align on strategy and elevate the customer journey Work with CS Operations to enhance segmentation models, define lifecycle trigger logic, and improve the precision of automated communications Provide structured customer feedback to influence product direction and go-to-market alignment Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes Monitor key CS metrics—including adoption, retention, expansion, and churn risk signals—and implement strategies to improve outcomes and efficiency Partner with CSMs on strategic engagement for at-risk customers, ensuring timely intervention and resolution Act as an escalation point for priority accounts, resolving escalations with urgency and empathy Leverage customer insights to guide proactive engagement strategies and ensure early intervention Share customer trends and performance insights with internal stakeholders to influence broader CS, product, and company strategy Requirements
Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 3+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers Proven success leading tech-touch and digital CS programs; experience with ChurnZero or similar CSPs strongly preferred Scaled CS: Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50–200 accounts per CSM). Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems Analytical Abilities: Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product Leadership: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture Communication: Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales & Marketing, Product, Operations and Professional Services to enhance the customer journey Industry Knowledge: Experience in sales planning, incentive compensation management or adjacent industries is a plus but not required Location and work arrangement
The candidate selected for this opportunity must reside near one of the following locations: Hybrid (in-office 3 days per week) Austin, TX Remote Raleigh, NC Nashville, TN Toronto, Canada Notice for Prospective Candidates
Only emails from @captivateiq.com should be trusted We are aware of active recruitment scams using the CaptivateIQ name. We will never contact candidates through unverified channels or request sensitive personal information. See the original posting for full details. Benefits
(US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents Flexible vacation days and quarterly mental health days One-time anniversary expense stipend Annual stipends for professional development and caretaking (US-ONLY) 401k plan Newest Apple products to help you do your best work Employee Resource Groups (ERGs) supporting DEI goals The OTE range represents the minimum and maximum for this position across North America. The OTE offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our OTE is just one component of CaptivateIQ\'s competitive total rewards package.
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