Commercial CSM: Drive Adoption & Growth

CaptivateIQ, Inc.; Northern (KY); Hybrid; USD 77,000 - 110,000; Full time

Benefits offered by this job

Healthcare

Flexible PTO

Professional development stipend

Work anniversary bonuses

401(k)

Apple hardware

DEI ERGs

Job summary

CaptivateIQ, Inc. is seeking a Commercial Customer Success Manager to own 45–55 mid-market accounts, driving adoption and growth. You will connect product value to business outcomes, present executive-level briefings, and guide renewals end-to-end.

The role blends data storytelling with commercial execution to transform customer success and scale impact using AI-powered workflows. You will collaborate with Sales, Legal, and leadership, building cross-functional relationships while forecasting

Qualifications

• 2–4 years in Customer Success, Account Management, or similar SaaS role.
• Proven success managing a high-volume, high-value customer portfolio.
• Strong commercial acumen with renewals and deals.
• Excellent communication with admins to C-suite stakeholders.
• Strategic, customer-centric mindset prioritizing long-term outcomes.
• Strong organizational discipline: forecasting and account planning.

Responsibilities

• Own a book of business with 45–55 mid-market accounts, driving adoption, retention, and growth.
• Champion customer outcomes and tie product adoption to ROI.
• Deliver compelling QBRs and executive briefings linking value to impact.
• Lead renewal and expansion discussions with cross-functional partners.
• Present accurate weekly forecasts to leadership with insights.
• Build multi-threaded relationships across admins to CFOs.
• Proactively identify risks and escalate with recommended steps.
• Advocate for customers with Product & Engineering teams.
• Collaborate with Services, Support, and Product for seamless experience.
• Become a product expert to translate features into business value.
• Share patterns and insights to improve success plays.
• Drive AI integration to automate tasks and enable higher-value work.

Skills

Account management

SaaS CS

Renewal negotiations

Executive communication

Tools

Salesforce

ChurnZero

Job description

CaptivateIQ, Inc. is seeking a Commercial Customer Success Manager to own 45–55 mid-market accounts, driving adoption and growth. You will connect product value to business outcomes, present executive-level briefings, and guide renewals end-to-end.

The role blends data storytelling with commercial execution to transform customer success and scale impact using AI-powered workflows. You will collaborate with Sales, Legal, and leadership, building cross-functional relationships while forecasting