Principal Customer Success Manager - Enterprise

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 and Accel, 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 Enterprise 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.

Hybrid (in-office 3 days per week):
Austin, TX

Remote:
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) 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.

• Only emails from  should be trusted.
• We are aware of active recruitment scams using the Captivate
  
  IQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following: (i) Attempt to correspond with a candidate using a free web‑based account, such as an email address that ends in , , , etc.; (ii) Make an offer of employment without conducting multiple rounds of interviews face‑to‑face using secure video‑conferencing technology;
  
  (iii) Ask candidates to cash checks to buy equipment on behalf of Captivate
  
  IQ; (iv) Ask candidates to make a payment in order to be considered for a position; (v) Make early requests for candidates’ personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.; (vi) Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.

• 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…