Enterprise Customer Success Manager

Captivate

IQ is transforming the way companies plan, manage, and optimize sales performance. We started by revolutionizing incentive compensation management, and now we're expanding our platform to solve broader sales planning challenges. Recognized by industry analysts like Forrester and G2 and backed by top-tier investors, including Sequoia, ICONIQ, Accel, and Sapphire Ventures, we empower high-growth companies like Netflix, Figma, and Stripe with the flexibility and insights needed to drive revenue performance.

Join a talented, fast-growing team committed to solving some of the most complex and impactful problems in sales performance management.

We’re looking for a strategic and experienced Principal 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 an Enterprise CSM, 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.

The candidate selected for this opportunity must reside near one of the following locations:

• Austin, TX

• Raleigh, NC
• Nashville, TN
• Toronto, Canada

• 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, Rev Ops, HR, Sales) to align Captivate
  
  IQ 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 Captivate
  
  IQ’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.

• 7+ years of progressive experience in Customer Success or Account Management within a B2B SaaS; at least 3+ 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 Rev Ops) 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.
• Bonus:…