Manager, Customer Success at CaptivateIQ

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Sales Performance Management, TechnologyIndustries

Requirements

8+ years in customer success, account management, or related roles

Responsibilities

Lead, coach, and inspire a team of 5 high-performing CSMs managing Commercial (SMB and Mid-Market) portfolios, driving satisfaction, adoption, retention, and growth
Build a culture of accountability and continuous improvement through targeted coaching, performance feedback, and career development
Champion a collaborative, customer-obsessed mindset grounded in CS best practices
Design and optimize scalable playbooks across all lifecycle phases—onboarding, adoption, renewal, and expansion—to ensure consistent, high-impact engagement
Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like ChurnZero to drive personalized, proactive customer interactions
Deliver increased product adoption and customer value realization, focusing on driving measurable outcomes and operational efficiencies
Partner cross-functionally with Product, Sales, Marketing, Ops, and Professional Services to align on strategy and elevate the customer journey
Work closely with CS Operations to enhance segmentation models, define lifecycle trigger logic, and improve the precision of automated communications
Provide structured customer feedback to influence product direction and go-to-market alignment
Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes
Monitor key customer success metrics—including adoption, retention, expansion, and churn risk signals—and implement strategies to improve outcomes and operational efficiency
Partner with CSMs on strategic engagement for at-risk customers, ensuring timely intervention and resolution
Act as an escalation point for priority accounts, resolving escalations with urgency and empathy
Leverage customer insights and health signals to guide proactive engagement strategies and ensure early intervention
Share customer trends and performance insights with internal stakeholders to influence broader CS, product, and company strategy

Skills

Customer Success

Team Leadership

ChurnZero

SMB

Mid-Market

Retention

Adoption

Sales Planning

Incentives

CaptivateIQ

Sales commission automation and tracking platform

About CaptivateIQ

CaptivateIQ provides a sales commission solution that automates and simplifies the commission calculation process for sales teams. The platform integrates various data sources, allowing for real-time commission calculations and reducing the need for manual data entry. Its interface is designed to be user-friendly, resembling tools like Excel or Google Sheets, which makes it accessible to users without coding skills. What sets CaptivateIQ apart from its competitors is its ability to offer customizable reports and commission plans, ensuring that all team members are aligned and motivated. The goal of CaptivateIQ is to help sales-driven organizations optimize their incentive structures and enhance operational efficiency.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$154.7MTotal Funding

SERIES_CCompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

Health Insurance

Paid Vacation

401(k) Company Match

Flexible Work Hours

Home Office Stipend

Professional Development Budget

Risks

Emerging fintech startups pose a competitive threat to CaptivateIQ's market share.

Continuous innovation in AI and machine learning may strain CaptivateIQ's resources.

Integration challenges with new features like SmartGrid could disrupt existing client systems.

Differentiation

CaptivateIQ offers a no-code platform for commission management, accessible to non-technical users.

The company provides real-time commission calculations, enhancing speed and accuracy for enterprises.

CaptivateIQ's customizable reports and plans align with personalized employee incentive structures.

Upsides

The rise of no-code platforms supports CaptivateIQ's user-friendly commission management approach.

CaptivateIQ's cloud-based platform benefits from the trend towards remote work solutions.

The subscription-based model offers predictable revenue streams, aligning with industry trends.

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