CaptivateIQ is hiring a
Enterprise Customer Success Manager

Summary

CaptivateIQ is seeking a talented and experienced Enterprise Customer Success Manager to join their team. The role involves understanding customer business objectives, developing tailored success plans, maintaining strong relationships with enterprise clients, and ensuring their successful onboarding, adoption, and ongoing satisfaction with CaptivateIQ's products and services.

Requirements

• 5+ years of experience in customer success, account management, or a related role, in a SaaS environment
• Proven track record of managing and growing enterprise-level customer relationships ($100k+ ARR)
• Strong communication, presentation, and negotiation skills, with the ability to influence stakeholders at all levels
• Highly organized, self-motivated, and able to work independently in a fast-paced environment
• Aptitude to understand a technical product and to effectively speak to product features with customers
• Problem solver end to end with an ability to think strategically and structure complex issues into digestible frameworks, and follow up with strong execution

Responsibilities

• Understand customer business objectives and needs, develop tailored success plans to help them achieve these goals, and regularly review progress towards those goals through check-ins and business reviews
• Become a trusted advisor to customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ
• Serve as a subject matter expert on CaptivateIQ’s platform and provide ongoing best practice use cases of CaptivateIQ based on the understanding of customers' business, needs, and desired outcomes
• Advocate for customer needs and requirements within the company, influencing product development and roadmap, as well as service improvements
• Monitor customer usage and adoption of the platform, identifying opportunities for improvement and growth
• Proactively identify and address any issues or challenges customers may face, providing solutions and best practices, and partnering with internal stakeholders to address those challenges in a proactive and timely manner
• Drive customer retention and renewal efforts, ensuring high customer satisfaction and loyalty. Negotiate contract renewals and extensions, ensuring continued partnership and success
• Identify upsell and cross-sell opportunities within assigned accounts, collaborating with internal stakeholders to expand account value

Preferred Qualifications

Experience with incentive compensation management, sales performance management, or related fields is highly desirable

Benefits

• The base salary range for this job posting shows the minimum and maximum target starting base salary across all US locations: $120,000 - $140,000 a year
• 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