Customer Success Manager - Commercial

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 is transforming the way companies plan, manage, and optimize sales performance. We started by revolutionizing incentive compensation management, and now we're expanding our platform to solve broader sales planning challenges. Recognized by industry analysts like Forrester and G2 and backed by top-tier investors, including Sequoia, ICONIQ, Accel, and Sapphire Ventures, we empower high-growth companies like Netflix, Figma, and Stripe with the flexibility and insights needed to drive revenue performance.

Join a talented, fast-growing team committed to solving some of the most complex and impactful problems in sales performance management.

About the Role

We’re looking for a Commercial Customer Success Manager to join our high-growth team as a trusted partner and value champion. This isn't a check-the-box position; you will lead a dynamic portfolio of 45–55 accounts, acting as a trusted partner to navigate complex organizations from technical admins to the C-suite.

By blending data-driven storytelling with sharp commercial execution, you will drive measurable business transformation, adoption, and expansion. You’ll be empowered to deploy AI agents to automate manual workflows, allowing you to scale your impact and focus on high-value strategy. We value disciplined, team-first individuals ready to leverage modern tools to redefine the industry standard.

If you’re passionate about helping customers achieve their goals and can navigate from comp admin to CFO, this role is for you.

Responsibilities

• Own your book of business: Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio.
• Champion customer outcomes: Understand each customer’s business goals and connect product adoption to measurable results and ROI.
• Tell the customer story: Deliver compelling QBRs and executive briefings that tie product value to business impact.
• Lead commercial conversations: Own renewal and expansion discussions end-to-end, collaborating with Sales, Legal, and leadership as needed.
• Own your book of business: Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives.
• Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives — tailoring value conversations to each.
• Operate with ownership: Proactively identify risks and elevate to your manager with clear context and recommended next steps, ensuring predictable follow-through.
• Advocate internally: Serve as a voice of the customer with Product & Engineering teams, by synthesizing and surfacing customer product feedback.
• Collaborate cross-functionally: Partner with Professional Services, Support, and Product to align on solutions and ensure a seamless customer experience.
• Become a product expert: Understand how our platform works and how it delivers value, so you can help customers translate functionality into meaningful business outcomes.
• Contribute to team growth: Spot patterns across accounts and share insights with your manager and team to help improve our processes and success playbooks.
• Drive operational excellence by integrating AI into your daily motion - from running agents that automate common tasks to using LLMs for deep-dive account queries and predictive health monitoring

Requirements

• 2–4 years of experience in Customer Success, Account Management, or similar SaaS role.
• Proven success managing a high-volume, high-value customer portfolio — prioritizing effectively across varied needs and engagement levels.
• Strong commercial acumen — experienced in renewal negotiations, deal execution, and balancing customer advocacy with business goals.
• Exceptional communication and relationship-building skills, from admins to C-suite stakeholders.
• Strategic, curious, and customer-centric mindset — focused on long-term outcomes, not transactional check-ins.
• Strong organizational rigor: documentation, forecasting, and account planning come naturally to you.

Nice to Have

• Experience supporting Incentive Compensation Management (ICM), Sales Performance Management (SPM), or complex Fintech/Accounting solutions; ideally with direct experience navigating the Office of the CFO and Revenue personas.
• Proficiency with popular CRMs (e.g., Salesforce) and Customer Success platforms (e.g., ChurnZero).

Benefits

• (US-ONLY)Comprehensive Healthcare: 100% coverage for medical, dental, and vision for all FTEs, with roughly 75% coverage for dependents.
• Flexible Time Off: Flexible vacation days plus quarterly mental health days to ensure you have the space to recharge.
• Annual Stipends: Dedicated funds for your professional development and caretaking needs.
• Work Anniversary Bonuses: Annual bonuses to celebrate your milestones and contributions to the CaptivateIQ team that grow as your tenure does.
• Retirement Savings (US-Only): A 401(k) plan to help you invest in and secure your future.
• Premium Tools: The latest Apple hardware to empower you to do your best work.
• Inclusive Community: Active Employee Resource Groups (ERGs) that celebrate shared identities and support our DEI goals by fostering an environment where diverse talent thrives.

$77,000 - $110,000 a year

The OTE range represents the minimum and maximum for this position across North America. 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.

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