Full-Time Manager, Enterprise Customer Success
CaptivateIQ is hiring a remote Full-Time Manager, Enterprise Customer Success. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
CaptivateIQ
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CaptivateIQ is a leading sales commission platform — recognized by industry analysts, including Forrester, as well as reputable marketplaces like G2. We are trusted by category leaders and innovators like Gong, Lattice, and DataRobot.
With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to take control of commission management.
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.