Job details

Manager, Enterprise Customer Success

CaptivateIQ is a leading sales commission platform — recognized by industry analysts, including Forrester, as well as reputable marketplaces like G2. We are trusted by category leaders and innovators like Gong, Lattice, and DataRobot.

With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to take control of commission management.

Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work!

About the Role:

We are seeking an experienced Manager of Enterprise Customer Success to lead a team of six high-performing Enterprise Customer Success Managers (CSMs) who own the relationships with our largest and most strategic customers. The ideal candidate is a results-driven leader passionate about customer success, skilled in developing top-tier customer success talent, and experienced in driving adoption, retention, and expansion across complex enterprise accounts. In this role you will report to the Director of Customer Success and will work cross-functionally with Sales, Product, and Professional Services to create a unified customer experience that exceeds expectations and contributes to our long-term growth.

Responsibilities:

Team Leadership:
Lead, coach, and mentor a team of six Enterprise CSMs to achieve customer satisfaction, retention, product adoption, and expansion goals.
Drive CSM performance through regular coaching, skill-building, and continuous feedback to ensure team members achieve personal and professional growth.
Foster a collaborative, customer-centric team culture, and champion best practices in customer success.
Customer Success Strategy:
Develop and execute scalable strategies for driving customer adoption, satisfaction, and retention among enterprise accounts.
Establish processes and playbooks for customer lifecycle management, including onboarding, adoption, renewals, and expansion.
Deliver increased product adoption and customer value realization, focusing on driving measurable outcomes and operational efficiencies.
Partner with Product, Sales, and Professional Services to align customer success strategies with broader company objectives and ensure seamless communication across departments.
Renewal and Retention Management:
Closely monitor and report on team and customer success metrics, including retention, NPS, and expansion metrics, driving continual process improvements and identifying areas of opportunity.
Own weekly renewal pipeline and develop strategies to help the CSM team optimize renewals and proactively address contract expiration, taking proactive action to mitigate risks and maximize revenue retention.
Drive strategic engagement with at-risk customers, ensuring timely intervention and resolution of challenges.
Customer Engagement:
Act as an executive sponsor for key accounts, participating in strategic account reviews, QBRs, and executive business reviews alongside the assigned CSM.
Drive value realization through proactive engagement, ensuring our platform meets and exceeds customer expectations in incentive compensation management.
Leverage data and customer insights to monitor the health of accounts, identifying leading indicators of risk and opportunity, and deploying early intervention actions to mitigate churn.
Manage escalations with professionalism and urgency, coordinating internal resources to resolve issues quickly and exceed customer expectations.
Share customer insights and trends with Product, strategically influencing the development of features and enhancements based on customer and market needs.

Requirements:

Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 3+ years managing a high-performing team of enterprise-level CSMs.
Industry Knowledge: Experience in incentive compensation management or adjacent industries is a plus but not required.
Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product.
Leadership Skills: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture.
Enterprise Business Acumen: Ability to strategically manage both internal and external executive stakeholder relationships, and to articulate a value story tied to business results.
Analytical Abilities: Strong proficiency with data analysis and customer success metrics, such as NPS, CSAT, and churn rates, and familiarity with customer success platforms and tools.
Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales, Product, and Professional Services to enhance the customer journey.
Communication: Exceptional communication skills, with the ability to present and influence effectively at all levels of an organization.

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)
One time work from home stipend & annual stipends for professional development and caretaking
Virtual team lunches to keep you connected
(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

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, 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.

$130,000 - $173,000 a year

CaptivateIQ takes a market-based approach to pay, and the salary range for this job posting shows the minimum and maximum on-target earnings. The successful candidate’s starting base salary will be determined based on the candidate’s job-related skills, relevant experience, education, work location, market conditions, and other factors. This range may be modified in the future. Certain positions may be eligible for incentive compensation, equity, and other benefits.

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

CaptivateIQ Glassdoor Company Review

4.5

CaptivateIQ DE&I Review

4.4

CEO of CaptivateIQ

Mark Schopmeyer and Conway Teng

Approve of CEO

Average salary estimate

$151500 / YEARLY (est.)

min

max

$130000K

$173000K

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What You Should Know About Manager, Enterprise Customer Success, CaptivateIQ

CaptivateIQ is excited to announce an opening for a Manager, Enterprise Customer Success to lead a dynamic team of six high-performing Enterprise Customer Success Managers. As a leader at CaptivateIQ, you will take charge of fostering relationships with our largest, most strategic customers, ensuring they receive extraordinary value from our leading sales commission platform. We're looking for someone with a results-driven mindset who is deeply passionate about customer success. In this role, you'll work closely with Sales, Product, and Professional Services to create a seamless, unified customer experience that exceeds expectations and propels our long-term growth. You'll provide mentorship and coaching to your team, shape a customer-centric culture, and develop strategies that drive product adoption, increase retention, and facilitate account expansions. With your experience in managing enterprise-level accounts and utilizing analytics to inform decision-making, you'll directly impact CaptivateIQ's growth while enabling clients to optimize their commission management.

Frequently Asked Questions (FAQs) for Manager, Enterprise Customer Success Role at CaptivateIQ

What are the key responsibilities of a Manager, Enterprise Customer Success at CaptivateIQ?

As a Manager, Enterprise Customer Success at CaptivateIQ, you will oversee a team of Enterprise Customer Success Managers, focusing on customer satisfaction, retention, and product adoption. Your responsibilities will include developing customer success strategies, monitoring team performance metrics, and acting as an executive sponsor for key accounts.