Manager, Customer Success - Remote

Overview

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.

In Short

• Lead and scale a team of Customer Success Managers (CSMs) supporting Commercial customers.
• Drive customer value, retention, and growth through a tech-touch and digitally scaled CS strategy.
• Design and optimize scalable playbooks for customer engagement.
• Monitor customer success metrics and implement strategies for improvement.
• Act as an escalation point for priority accounts.
• Collaborate cross-functionally with Sales, Marketing, Product, and Operations.
• Champion a culture of accountability and continuous improvement.
• Provide structured customer feedback to influence product direction.
• Own the weekly renewal pipeline and manage risk.
• Enhance customer engagement through insights and health signals.

Requirements

• 8+ years in customer success or account management within a SaaS environment.
• 3+ years of experience managing a team of CSMs.
• Proven success in leading tech-touch and digital CS programs.
• Strong data literacy and experience with CS KPIs.
• Exceptional communication and cross-functional collaboration skills.
• Analytical abilities to drive team performance.
• Customer-centric mindset with a track record of strong relationships.
• Experience in sales planning or incentive compensation management is a plus.

Benefits

• 100% of medical, dental, and vision covered for employees, including 75% for dependents.
• Flexible vacation days and quarterly mental health days.
• One-time expense for travel or home furnishings on work anniversary.
• Annual stipends for professional development and caretaking.
• 401k plan participation for US employees.
• Newest Apple products for work.
• Employee Resource Groups (ERGs) to support diversity and inclusion.