Manager, Customer Success
CaptivateIQ
Full-time
Remote
United States
Customer Support
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.
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 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.
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.
Notice for Prospective Candidates
- Only emails from @captivateiq.com should be trusted.
- Attempt to correspond with a candidate using a free web-based 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 face-to-face using secure video-conferencing 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.
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:
Benefits
- (US-ONLY) 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 one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
- Annual stipends for professional development and caretaking
- (US-ONLY) 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 company-wide DEI goals as a space for developing and retaining diverse talent
$143,000 - $183,000 a year
The OTE range represents the minimum and maximum of the OTE range for this position. The OTE offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our OTE is just one component of CaptivateIQ's competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.
CaptivateIQ participates in E-Verify, web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States