Manager - Enterprise Customer Success

4 days ago

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CaptivateIQ

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Software • Sales Commissions • SaaS • Internet • Payroll

201 - 500

💰 $100M Series C on 2022-01

Description

• CaptivateIQ is a leading sales commission platform — recognized by industry analysts, including Forrester, as well as reputable marketplaces like G2. We are trusted by category leaders and innovators like Gong, Lattice, and DataRobot. • With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to take control of commission management. • Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work! • About the Role: • We are seeking an experienced Manager of Enterprise Customer Success to lead a team of six high-performing Enterprise Customer Success Managers (CSMs) who own the relationships with our largest and most strategic customers. The ideal candidate is a results-driven leader passionate about customer success, skilled in developing top-tier customer success talent, and experienced in driving adoption, retention, and expansion across complex enterprise accounts. In this role you will report to the Director of Customer Success and will work cross-functionally with Sales, Product, and Professional Services to create a unified customer experience that exceeds expectations and contributes to our long-term growth.

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.

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