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.

REQUIREMENTS

• 2-4 years of experience in Customer Success, Account Management, or a similar role within a SaaS environment.
• Proven track record of exceeding growth targets, driving customer retention, and delivering high-impact customer service.
• Strong interpersonal and communication skills, with the ability to manage contract negotiations and objection handling all the way up to the CEO.
• Strategic thinker with the ability to identify opportunities, solve problems, and drive results.
• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Experience working cross-functionally with Product, Support, Marketing, Billing, and other internal stakeholders.

ABOUT THE ROLE

We’re seeking a talented Customer Success Manager to join our growing team. The ideal candidate has a proven track record of driving revenue growth, delivering exceptional customer service, and owning both renewal and upsell motions. They embody a solution-oriented mindset, communicate effectively across all levels (including C-suite), and operate with autonomy in fast-paced, dynamic environments.
This role is perfect for someone who thrives in ambiguity, takes initiative, and enjoys balancing strategic customer engagement with commercial execution. You’ll join a high-trust, collaborative team that values transparency, ownership, and strong cross-functional partnerships

RESPONSIBILITIES

• Serve as the primary point of contact for assigned client accounts, providing dedicated support to address their needs and ensure their success.
• Act as an advocate for clients within the organization, representing their interests and ensuring their needs are addressed promptly and effectively.
• Collaborate closely with internal teams, including Sales, Professional Services, and Support, to align efforts and deliver seamless, effective solutions that meet client needs.
• Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives.
• Lead commercial conversations, including renewals and upsells; partner with Sales, Legal, and internal stakeholders as needed to close deals.
• Develop account strategies that tie the product to each customer’s strategic goals; proactively identify and close revenue expansion opportunities.
• Monitor and track account health, performance metrics, and customer satisfaction levels, taking proactive measures to address any issues or concerns to ensure client success.
• Stay informed about industry trends, market developments, the competitive landscape, and company strategy to provide clients with relevant insights and maintain a competitive edge.