Senior Commercial CSM: AI-Driven Growth & Renewals

GTMnow; Northern (KY); Hybrid; USD 115,000 - 150,000; Full time

Benefits offered by this job

Comprehensive Healthcare (US-ONLY)

Flexible Time Off

Annual stipends

401(k) retirement

Apple equipment

DEI-focused ERGs

Job summary

CaptivateIQ seeks a Senior Commercial Customer Success Manager to orchestrate a 45–55 account portfolio, driving adoption, retention, and growth. You will lead multi-quarter value programs, align executives, and negotiate renewals with principled tradeoffs.

You’ll forecast with precision, build cross-functional relationships, and leverage AI to automate workflows while becoming a domain expert in incentive compensation and sales performance management.

Qualifications

• 5+ years in Customer Success, Account Management, or similar SaaS role at senior level.
• Proven track record driving measurable customer outcomes in high-volume portfolios.
• Strong commercial acumen with renewal/expansion strategy experience.
• Executive presence to engage CFO/CAO/RevOps stakeholders.
• Strategic, customer-centric mindset focused on long-term outcomes.
• Strong operational rigor in forecasting and account planning.
• Ability to operate with minimal oversight and drive change.
• Technical curiosity about product architecture, integrations, and workflow automation.

Responsibilities

• Own your book of business: 45–55 mid-market accounts with growth and retention goals.
• Lead multi-quarter success plans linking use cases to measurable value.
• Tell the customer story through data-driven QBRs and business reviews.
• Lead renewal/expansion conversations with principled tradeoffs.
• Forecast retention and expansion with accurate weekly updates.
• Build cross-functional relationships across Finance, RevOps, HR, and Sales.
• Escalate and mitigate churn with clear context and actions.
• Advocate customer feedback to Product/Engineering via structured VOCE.
• Collaborate with Professional Services and Support for seamless experience.
• Develop domain expertise in incentive comp and sales performance management.
• Share patterns, insights, and playbooks to raise team performance.
• Drive AI-enabled automation and predictive health monitoring in workflows.

Skills

Senior CS/Acct Mgmt

Commercial acumen

Executive presence

Strategic mindset

Operational rigor

Independent drive

Technical curiosity

SaaS experience

Tools

Salesforce

ChurnZero

Job description

CaptivateIQ seeks a Senior Commercial Customer Success Manager to orchestrate a 45–55 account portfolio, driving adoption, retention, and growth. You will lead multi-quarter value programs, align executives, and negotiate renewals with principled tradeoffs.

You’ll forecast with precision, build cross-functional relationships, and leverage AI to automate workflows while becoming a domain expert in incentive compensation and sales performance management.