Senior Customer Success Manager, Enterprise

CaptivateIQ • Nashville, TN

1d • $115,000 - $150,000 • Hybrid

About The Position

We’re looking for a strategic and experienced Senior Customer Success Manager to serve as the trusted advisor to our largest and most complex global customers (typically 2,000+ employees and multi-million-dollar compensation programs).

As a Senior CSM focused on our Enterprise segment, you’ll own the full customer lifecycle — from onboarding and adoption through renewal and expansion. You’ll work cross-functionally with Sales, Product, Support, and Professional Services to align on business outcomes and influence product development with real-time feedback. You’ll partner with senior and executive stakeholders, utilizing structured planning to help them achieve long-term success.

Requirements

• 5+ years of progressive experience in Customer Success or Account Management within a B2B SaaS; at least 2+ years managing large enterprise-level accounts ($100K+ ARR)
• Proven success driving measurable customer outcomes, renewals, and expansions within large, global organizations.
• Strong executive presence and consultative storytelling skills - able to frame technical and financial narratives for C-suite audiences (CFO, CRO, or RevOps) and senior stakeholders.
• Demonstrated technical curiosity and comfort engaging on product architecture, integrations, and workflow automation (you don’t need to code, but you lean in to understand).
• Proficiency with account planning, forecasting, and value realization frameworks.

Nice To Haves

• Bonus: experience in Sales Performance Management, Incentive Compensation, or RevOps technology.

Responsibilities

• Build and execute multi-quarter success plans that directly link platform use cases and adoption milestones to measurable, quantifiable value for the customer.
• Partner with executive stakeholders (C-suite, Finance, RevOps, HR, Sales) to align CaptivateIQ to their strategic initiatives and compensation strategy.
• Lead business reviews and strategic planning sessions that tell a data-driven value story and influence renewal and expansion decisions.
• Proactively manage and mitigate churn risk, surfacing solutions and driving alignment across internal teams (Product, Engineering, and Services), external stakeholders, and leadership levels.
• Develop multi-threaded relationships across global and cross-functional customer teams - from compensation admins to CROs and CFOs.
• Serve as a trusted advisor who can bridge business and technical discussions, guiding customers through complex workflows and integrations.
• Develop a deep understanding of CaptivateIQ’s platform to advise on best practices and guide customers through complex scenarios.
• Build domain expertise in incentive compensation and sales performance management, developing a point of view to act as a true strategic partner to customers.
• Partner with Product and Engineering to advocate for customer needs through structured voice-of-customer insights.
• Own full accountability for customer retention, expansion, and forecast accuracy within your portfolio, balancing customer advocacy with business objectives.
• Negotiate and influence renewals and upsells that balance customer advocacy with business objectives.
• Collaborate with Account Directors and leadership on renewal and expansion strategy, building business cases that link customer value to commercial impact.

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)
• Annual stipends for professional development and caretaking
• (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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees