Enterprise Customer Success Manager

Enterprise Customer Success Manager

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 experienced Enterprise Customer Success Manager to join our Customer Success team at CaptivateIQ. In this role, you will be the trusted advisor to our largest and most complex customers (2,000+ employees), driving value realization, retention, and growth.

As an Enterprise CSM, you'll own the full customer lifecycle from onboarding and adoption through renewal and expansion. You'll work cross-functionally with Sales, Product, Support, and Professional Services to align on business outcomes and influence product development with real-time feedback. You'll partner with senior and executive-level stakeholders, utilizing structured planning to help them achieve long-term success.

This role is perfect for someone who is energized by complex problem-solving, executive engagement, and owning strategic accounts with high impact.

Responsibilities

• Develop tailored success plans for Enterprise customers based on their business goals and use cases.
• Lead onboarding, adoption, QBRs, renewals, and expansion efforts for your book of business.
• Build and maintain strong relationships across customer stakeholders, including C-suite leaders.
• Collaborate closely with internal teams to solve customer pain points and close product gaps.
• Leverage data and insights to tell compelling value stories and manage risk proactively.
• Influence internal processes and platform improvements through structured VOC feedback.
• Identify growth opportunities and partner with Sales to expand the customer footprint.

Requirements

• 5+ years in Customer Success, Account Management, or a similar role in SaaS.
• Proven experience owning and growing enterprise customer relationships ($100k+ ARR).
• Strong executive presence, consultative communication skills, and business acumen.
• Experience managing complex product implementations and long customer lifecycles.
• Ability to operate independently, drive strategy, and thrive in ambiguity.
• Proficiency with planning tools (e.g. account plans, stakeholder maps, mutual success plans).
• Bonus: experience with RevOps, sales performance management, or compensation software.

Notice For Prospective Candidates:

• Only emails from @captivateiq.com should be trusted.
• 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:
• Attempt to correspond with a candidate using a free web-based account.
• 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.

Benefits

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days
• Enjoy a one-time expense on your 1-year work anniversary
• One time work from home stipend & annual stipends for professional development and caretaking
• Virtual team lunches
• (US-ONLY) 401k plan
• Newest Apple products
• Employee Resource Groups (ERGs)

$110,000 - $130,000 a year