Customer Success Manager, Enterprise - Remote Created by a team with decades of commissions experience, CaptivateIQ is pioneering the new standard in commission management and enabling companies to reclaim the power of incentives.
Calculating commissions is mission-critical. And it's really, really hard. Each company has a unique commission structure that involves far more calculations and data than a typical salary payroll — and for many, commission is one of the largest expenses on the P&L statement.
When CaptivateIQ was founded in 2017, compensation leaders were tracking and managing sales data using costly legacy software or, in the worst cases, a single spreadsheet. There were no other options but to use opaque, error-prone processes to manage commissions. Our founders knew this could be better. So they created the solution that they'd want to use: CaptivateIQ.
Today, the best teams use CaptivateIQ to strategically manage and maximize the power of incentives. Twenty-eight of the Forbes Cloud 100, including leading brands like Amplitude, Gong, and Hopin, use CaptivateIQ to power their commission programs. We have over $164.6M in funding from ICONIQ, Sequoia, Accel, Workday Ventures, Sapphire, Y Combinator, Amity Ventures, GTMFund, S28 Capital, and other top investors. We've grown over 3x by all measures in the past year – including revenue, customers, and employees – and we're searching for more great folks such as yourself to help us transform the world of commission management.
We're proud of our 5.0 rating on Glassdoor. Our remote team comes from diverse backgrounds and experiences, which helps us better serve our customers and each other. People are at the heart of our open and inclusive organization, and we bring transparency, humility, and respect to everything that we do.
About the Role We're looking for a talented and experienced Enterprise Customer Success Manager to join our growing Customer Success Team. As part of a growing team, you'll have a unique opportunity to help influence and build best-in-class customer success at CaptivateIQ. This person will have an important role in being a dedicated liaison to our Enterprise customers on behalf of CaptivateIQ, ensuring we help them meet their desired goals and outcomes with our product in a timely manner.
Responsibilities: Serve as a subject matter expert on CaptivateIQ's platform and become a trusted advisor to Enterprise customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ. Maintain regular meetings and communication with customers to drive their adoption, understand their sentiment, and potential opportunities for deeper engagement & expansion/additional services. Provide ongoing best practice use cases of CaptivateIQ based on the understanding of customers' business, needs, and desired outcomes. Serve as the voice of the customer to internal teams. Proactively work with assigned customers to develop relationships despite challenges to ensure Customers find success with CaptivateIQ and renew on time. Proactively manage and escalate at-risk customers. Thoroughly understand customer risk reasons, formulate an action plan and ensure internal visibility by providing regular updates and next steps. Lead annual business reviews with key contacts and executive sponsors to consult on strategic initiatives, review their identified goals, track and align on their outcomes. Technical Requirements: Experience developing and maintaining calculations for large data sets using spreadsheets or database models. Highly analytical and detail-oriented. Aptitude to understand a technical product and to effectively speak to product features with customers. Must be a problem solver end to end with an ability to think strategically and structure complex issues into digestible frameworks, and follow up with strong execution. Ability to be hands-on with the product to help customers with "How-To's." Consultative Requirements: Must be able to effectively ask questions, understand customers' goals, strategies, initiatives, and position CaptivateIQ as a best-in-class product experience solution. Experience working with senior-level executives/stakeholders and creative problem solving to build strong relationships. Ability to learn the product, stay up to date on product knowledge, use cases, and best practices to be consultative with customers. Proactive Requirements: Must be a self-starter, someone who can manage their own workload autonomously. Challenge the status quo, develop best practices and thought leadership content based on the experiences, learning from customers. Someone who can help see gaps in our service and take necessary action to propose a change or improve processes. Bonus Points: Experience in commissions, finance, or accounting is a big plus. Enterprise CSM or technical experience with previous SaaS software. Prior experience in Customer Success, Professional Services, Support/Sales Engineering, or similar experience focused on increasing customer satisfaction, adoption, and retention. 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.
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