Strategic Customer Success Manager — AI-Driven Growth

GTMnow; Northern (KY); Hybrid; USD 77,000 - 110,000; Full time

Benefits offered by this job

Comprehensive Healthcare

Flexible Time Off

Annual stipends

Work Anniversary Bonuses

Retirement Savings

Premium Tools

Inclusive Community

Job summary

CaptivateIQ is seeking a Commercial Customer Success Manager to partner with a fast-growing portfolio of 45–55 mid-market accounts. You will drive adoption, retention, and expansion while connecting product value to business outcomes.

You will blend data-driven storytelling with commercial execution, own renewals and expansions end-to-end, and work with Sales, Legal, and leadership. AI-powered workflows will be used to scale impact and strategic advisory.

Qualifications

• 2–4 years of experience in Customer Success, Account Management, or similar SaaS role.
• Proven success managing a high-volume, high-value customer portfolio.
• Strong commercial acumen — renewal negotiations and deal execution.
• Exceptional communication and relationship-building across admins to executives.
• Strategic, curious, and customer-centric mindset focused on long-term outcomes.
• Strong organizational rigor: documentation, forecasting, and account planning.

Responsibilities

• Own and manage 45–55 mid-market accounts to drive adoption, retention, and growth.
• Align product adoption with customer goals to deliver measurable ROI.
• Deliver QBRs and executive briefings linking value to business impact.
• Lead renewal and expansion discussions end-to-end with Sales and Legal.
• Provide weekly forecasts to leadership with customer trend insights.
• Engage across admins to CFO across personas and executives.
• Identify risks early and escalate with recommended next steps.
• Advocate for the customer with Product & Engineering by sharing feedback.
• Collaborate with Professional Services, Support, and Product for solutions.
• Become a product expert and translate features into business outcomes.
• Spot patterns across accounts and share insights to improve playbooks.
• Drive operational excellence by integrating AI into daily workflows and queries.

Skills

Commercial acumen

Communication

Relationship building

Customer Success

Account Management

SaaS

Tools

Salesforce

ChurnZero

Job description

CaptivateIQ is seeking a Commercial Customer Success Manager to partner with a fast-growing portfolio of 45–55 mid-market accounts. You will drive adoption, retention, and expansion while connecting product value to business outcomes.

You will blend data-driven storytelling with commercial execution, own renewals and expansions end-to-end, and work with Sales, Legal, and leadership. AI-powered workflows will be used to scale impact and strategic advisory.