Customer Success Manager - Commercial

CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. The Commercial Customer Success Manager will manage a portfolio of 50-75 accounts, driving adoption, retention, and growth while acting as a trusted partner for clients.

Responsibilities:

• Own your book of business: Manage 50–75 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
• 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)