Enterprise Customer Success Manager

Summary

Join CaptivateIQ as a Manager of Enterprise Customer Success and lead a team of six CSMs focused on our largest clients. You will develop and execute strategies for customer adoption, satisfaction, and retention. Responsibilities include team leadership, customer success strategy, renewal and retention management, and customer engagement. The ideal candidate possesses extensive experience in customer success within a SaaS environment, strong leadership skills, and a customer-centric mindset. CaptivateIQ offers a comprehensive benefits package including health insurance, flexible vacation, professional development stipends, and more.

Requirements

• Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 3+ years managing a high-performing team of enterprise-level CSMs
• Industry Knowledge: Experience in incentive compensation management or adjacent industries is a plus but not required
• Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product
• Leadership Skills: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture
• Enterprise Business Acumen: Ability to strategically manage both internal and external executive stakeholder relationships, and to articulate a value story tied to business results
• Analytical Abilities: Strong proficiency with data analysis and customer success metrics, such as NPS, CSAT, and churn rates, and familiarity with customer success platforms and tools
• Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales, Product, and Professional Services to enhance the customer journey
• Communication: Exceptional communication skills, with the ability to present and influence effectively at all levels of an organization

Responsibilities

• Lead, coach, and mentor a team of six Enterprise CSMs to achieve customer satisfaction, retention, product adoption, and expansion goals
• Drive CSM performance through regular coaching, skill-building, and continuous feedback to ensure team members achieve personal and professional growth
• Foster a collaborative, customer-centric team culture, and champion best practices in customer success
• Develop and execute scalable strategies for driving customer adoption, satisfaction, and retention among enterprise accounts
• Establish processes and playbooks for customer lifecycle management, including onboarding, adoption, renewals, and expansion
• Deliver increased product adoption and customer value realization, focusing on driving measurable outcomes and operational efficiencies
• Partner with Product, Sales, and Professional Services to align customer success strategies with broader company objectives and ensure seamless communication across departments
• Closely monitor and report on team and customer success metrics, including retention, NPS, and expansion metrics, driving continual process improvements and identifying areas of opportunity
• Own weekly renewal pipeline and develop strategies to help the CSM team optimize renewals and proactively address contract expiration, taking proactive action to mitigate risks and maximize revenue retention
• Drive strategic engagement with at-risk customers, ensuring timely intervention and resolution of challenges
• Act as an executive sponsor for key accounts, participating in strategic account reviews, QBRs, and executive business reviews alongside the assigned CSM
• Drive value realization through proactive engagement, ensuring our platform meets and exceeds customer expectations in incentive compensation management
• Leverage data and customer insights to monitor the health of accounts, identifying leading indicators of risk and opportunity, and deploying early intervention actions to mitigate churn
• Manage escalations with professionalism and urgency, coordinating internal resources to resolve issues quickly and exceed customer expectations
• Share customer insights and trends with Product, strategically influencing the development of features and enhancements based on customer and market needs

Benefits

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days so you can recharge
• Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
• One time work from home stipend & annual stipends for professional development and caretaking
• Virtual team lunches to keep you connected
• (US-ONLY) 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent