We’re looking for a Commercial Customer Success Manager to join our high-growth team as a trusted partner and value champion. This isn't a check-the-box position; you will lead a dynamic portfolio of 45–55 accounts, acting as a trusted partner to navigate complex organizations from technical admins to the C-suite.
By blending data-driven storytelling with sharp commercial execution, you will drive measurable business transformation, adoption, and expansion. You’ll be empowered to deploy AI agents to automate manual workflows, allowing you to scale your impact and focus on high-value strategy. We value disciplined, team-first individuals ready to leverage modern tools to redefine the industry standard.
If you’re passionate about helping customers achieve their goals and can navigate from comp admin to CFO, this role is for you.
Own your book of business: Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio.
Champion customer outcomes: Understand each customer’s business goals and connect product adoption to measurable results and ROI.
Tell the customer story: Deliver compelling QBRs and executive briefings that tie product value to business impact.
Lead commercial conversations: Own renewal and expansion discussions end-to-end, collaborating with Sales, Legal, and leadership as needed.
Own your book of business: Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives.
Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives — tailoring value conversations to each.
Operate with ownership: Proactively identify risks and escalate to your manager with clear context and recommended next steps, ensuring predictable follow-through.
Advocate internally: Serve as a voice of the customer with Product & Engineering teams, by synthesizing and surfacing customer product feedback.
Collaborate cross-functionally: Partner with Professional Services, Support, and Product to align on solutions and ensure a seamless customer experience.
Become a product expert: Understand how our platform works and how it delivers value, so you can help customers translate functionality into meaningful business outcomes.
Contribute to team growth: Spot patterns across accounts and share insights with your manager and team to help improve our processes and success playbooks.
Drive operational excellence by integrating AI into your daily motion - from running agents that automate common tasks to using LLMs for deep-dive account queries and predictive health monitoring
2–4 years of experience in Customer Success, Account Management, or similar SaaS role.
Proven success managing a high-volume, high-value customer portfolio — prioritizing effectively across varied needs and engagement levels.
Strong commercial acumen — experienced in renewal negotiations, deal execution, and balancing customer advocacy with business goals.
Exceptional communication and relationship-building skills, from admins to C-suite stakeholders.
Strategic, curious, and customer-centric mindset — focused on long-term outcomes, not transactional check-ins.
Strong organizational rigor: documentation, forecasting, and account planning come naturally to you.
Experience supporting Incentive Compensation Management (ICM), Sales Performance Management (SPM), or complex Fintech/Accounting solutions; ideally with direct experience navigating the Office of the CFO and Revenue personas.
Proficiency with popular CRMs (e.g., Salesforce) and Customer Success platforms (e.g., ChurnZero).
CaptivateIQ is the only modern platform that brings quota, territory, headcount, and compensation into a single, AI-powered workspace — built for agility, alignment, and scale. Purpose-built for modern revenue teams, CaptivateIQ bridges the gap between incentive compensation management and sales planning, so strategy, execution, and measurement operate in perfect harmony.
Legacy solutions and spreadsheets weren’t designed for dynamic go-to-market organizations. CaptivateIQ replaces slow, error-prone, siloed processes with a unified platform that seamlessly connects your sales planning, incentive management, and performance tracking. Revenue leaders benefit from one shared source of truth from capacity planning to payout, aligning incentives with strategic goals to drive behaviors that move the business forward.
CaptivateIQ empowers every function — RevOps, Finance, Sales, and more — to adjust plans, incentivize performance, and deliver on revenue growth targets, all within a flexible environment that adapts as quickly as business does. From enterprise-grade controls to in-depth reporting and dashboards, revenue teams monitor, measure, and optimize at every step to maximize success.
Trusted by over 800 leading companies—including Boston Scientific, Datadog, and 6sense — CaptivateIQ sets a new standard for sales performance management.
Your plans, your way: plan for anything, pivot anytime.
