Commercial Customer Success Manager

About the Role

We’re looking for a Commercial Customer Success Manager to join our high-growth team as a trusted partner and value champion. This isn't a check-the-box position; you will lead a dynamic portfolio of 45–55 accounts, acting as a trusted partner to navigate complex organizations from technical admins to the C-suite.

By blending data-driven storytelling with sharp commercial execution, you will drive measurable business transformation, adoption, and expansion. You’ll be empowered to deploy AI agents to automate manual workflows, allowing you to scale your impact and focus on high-value strategy. We value disciplined, team-first individuals ready to leverage modern tools to redefine the industry standard.

If you’re passionate about helping customers achieve their goals and can navigate from comp admin to CFO, this role is for you.

Responsibilities

• Own your book of business: Manage 45–55 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 and escalate to your manager with clear context and recommended next steps, ensuring 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 and share insights with your manager and team to help improve our processes 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.

Nice to Have

• 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).

Benefits

• (US-ONLY)Comprehensive Healthcare: 100% coverage for medical, dental, and vision for all FTEs, with roughly 75% coverage for dependents.

• Flexible Time Off: Flexible vacation days plus quarterly mental health days to ensure you have the space to recharge.

• Annual Stipends: Dedicated funds for your professional development and caretaking needs.

• Work Anniversary Bonuses: Annual bonuses to celebrate your milestones and contributions to the CaptivateIQ team that grow as your tenure does.

• Retirement Savings (US-Only): A 401(k) plan to help you invest in and secure your future.

• Premium Tools: The latest Apple hardware to empower you to do your best work.

• Inclusive Community: Active Employee Resource Groups (ERGs) that celebrate shared identities and support our DEI goals by fostering an environment where diverse talent thrives.