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. Its 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’re looking for a strategic and resultsdriven Manager of Customer Success to lead and scale a team of CSMs supporting our Commercial (SMB and MidMarket) customers. This role is pivotal in driving value, retention, and growth through a techtouch and digitally scaled CS strategy. Youll lead a highperforming team managing large books of business efficiently, while shaping the future of our digitalfirst customer engagement model.

The ideal candidate brings deep experience in scaled CS motions, fluency with tools like ChurnZero, and a passion for operationalizing impactful, techenabled customer experiences. You’ll work crossfunctionally with Sales, Marketing, Product, Operations, and Professional Services to deliver a seamless and unified customer journey.

This is an opportunity to help scale a Customer Success function during a pivotal growth phase, build a modern CS motion from the ground up, and join a collaborative, missiondriven team obsessed with customer impact.

Team Leadership & Development Responsibilities
Lead, coach, and inspire a team of 5 highperforming CSMs managing Commercial (SMB and MidMarket) 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, customerobsessed mindset grounded in CS best practices.

Scaled Customer Success Strategy Responsibilities
Design and optimize scalable playbooks across all lifecycle phases—onboarding, adoption, renewal, and expansion—to ensure consistent, highimpact engagement.
Lead the evolution of our digitalled CS motion, leveraging techtouch, 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 crossfunctionally with Product, Sales, Marketing, Ops, and Professional Services to align on strategy and elevate the customer journey.
Work closely 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 gotomarket alignment.

Renewal and Retention Management Responsibilities
Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes.
Monitor key customer success metrics—including adoption, retention, expansion, and churn risk signals—and implement strategies to improve outcomes and operational efficiency.
Partner with CSMs on strategic engagement for atrisk customers, ensuring timely intervention and resolution.

Customer Engagement Responsibilities
Act as an escalation point for priority accounts, resolving escalations with urgency and empathy.
Leverage customer insights and health signals 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 clientfacing roles within a SaaS environment, with at least 3+ years managing a team of CSMs or similar roles, ideally in scaledpooled models serving SMB or MidMarket customers.
Proven success leading techtouch 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.
CustomerCentric 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 crossfunctionally, articulate a value story tied to business results, and inspire customercentric behavior at all levels.
CrossFunctional Collaboration: Demonstrated success in working crossfunctionally 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.

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 webbased 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 facetoface using secure videoconferencing 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.

Benefits
(USONLY) 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 onetime expense on your 1year work anniversary (to use for travel, home furnishings, fancy meal)
Annual stipends for professional development and caretaking
(USONLY) 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 companywide DEI goals as a space for developing and retaining diverse talent
CaptivateIQ participates in EVerify, webbased system that allows enrolled employers to confirm the eligibility of their employees to work in the United States

Manager, Customer Success

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