Customer Success Manager - Commercial

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 strategic orchestrator. 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.

Job Location

The candidate selected for this opportunity must reside near one of the following locations:

Hybrid (in-office 3 days per week)

• Austin, TX

Remote

• Raleigh, NC

• Nashville, TN

• Toronto, Canada

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, escalate with clear context and proposed actions, and deliver 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, surface insights that improve processes, and help scale customer storytelling 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) 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)

• Annual stipends for professional development and caretaking

• (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

Notice to Prospective Candidates:
• Only emails from @captivateiq.com should be trusted.

• We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:

• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.

• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.

• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.

• Ask candidates to make a payment in order to be considered for a position.

• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.

• Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.

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