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

• 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.

ABOUT THE ROLE

We’re looking for a strategic and results-driven Manager of Customer Success to lead and scale a team of CSMs supporting our Commercial (SMB and Mid-Market) customers. This role is pivotal in driving value, retention, and growth through a tech-touch and digitally scaled CS strategy. You’ll lead a high-performing team managing large books of business efficiently, while shaping the future of our digital-first customer engagement model.
The ideal candidate brings deep experience in scaled CS motions, fluency with tools like ChurnZero, and a passion for operationalizing impactful, tech-enabled customer experiences. You’ll work cross-functionally 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, mission-driven team obsessed with customer impact.

TEAM LEADERSHIP & DEVELOPMENT 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.

SCALED CUSTOMER SUCCESS STRATEGY RESPONSIBILITIES

• 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 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 go-to-market 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 at-risk 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.