Senior Customer Success Manager - Commercial

CaptivateIQ
United States
Workplace: RemoteFull timeUSD 115,000 - 150,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Executive presence","Consultative storytelling","Customer-centricity","Strategic thinking","Operational rigor"]

Own a portfolio of 45–55 mid-market accounts by driving adoption, retention, and measurable growth. Build multi-quarter success plans tied to value milestones, run QBRs and exec briefings, and lead structured renewal/expansion conversations. Forecast accurately, manage churn risk independently, and serve as a voice of the customer across Product, Engineering, Professional Services, and Support—while leveraging AI agents and LLMs to scale account execution.

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CaptivateIQ
CaptivateIQ
3 days ago

Senior Customer Success Manager - Commercial

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Job Summary

Own a portfolio of 45–55 mid-market accounts by driving adoption, retention, and measurable growth. Build multi-quarter success plans tied to value milestones, run QBRs and exec briefings, and lead structured renewal/expansion conversations. Forecast accurately, manage churn risk independently, and serve as a voice of the customer across Product, Engineering, Professional Services, and Support—while leveraging AI agents and LLMs to scale account execution.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Manage 45–55 mid-market accounts to drive adoption, retention, and growth with success plans delivered within 60 days.
  • •Build and execute multi-quarter customer success plans linking platform use cases to measurable value milestones.
  • •Lead QBRs, executive briefings, and business reviews that connect product value to business impact for renewal and expansion decisions.
  • •Run structured renewal and expansion strategy end-to-end, including identifying expansion signals and negotiating give/get tradeoffs.
  • •Forecast retention/expansion outcomes and manage escalation and churn-risk motions independently, with clear context shared to leadership.
Travel: Low travel

Pay and Benefits

Salary: USD 115,000 - 150,000 annually
Perks:Health InsuranceDentalVision401kPaid LeaveLearning Budget

Key Requirements

  • •5+ years of progressive experience in Customer Success, Account Management, or similar SaaS roles at a senior/advanced individual-contributor level.
  • •Proven success driving measurable customer outcomes in a high-volume, high-value customer portfolio.
  • •Strong commercial acumen for running end-to-end renewal and expansion strategy and negotiating principled give/get tradeoffs.
  • •Strong executive presence and consultative storytelling for C-suite audiences (e.g., CFO, CRO, RevOps).
  • •Comfort operating with minimal oversight, running escalations independently, and documenting/forecasting/account planning with rigor.
Experience:5+ yearsSaaS
Skills:Executive presenceConsultative storytellingCustomer-centricityStrategic thinkingOperational rigor
Tech Stack:SalesforceChurnZeroAI agentsLLMs

Company Brief

CaptivateIQ
Provides a cloud-based sales commission and incentive compensation platform that automates commission calculations, reporting, and plan management to help revenue teams run accurate, scalable incentive programs.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn