The Enterprise Customer Success Manager drives value realization and growth for large customers, overseeing the customer lifecycle and collaborating with internal teams.
CaptivateIQ 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.
About the Role
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.
Job Location
The candidate selected for this opportunity must reside near one of the following locations:
Hybrid (in-office 3 days per week)
- Austin, TX
Remote
- Raleigh, NC
- Nashville, TN
- Toronto, Canada
Strategic Partnership & Value 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) 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.
Enterprise Relationship Management Responsibilities
- 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.
Technical and Domain Expertise Responsibilities
- Only emails from @captivateiq.com should be trusted.
- Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
- Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
- Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
- Ask candidates to make a payment in order to be considered for a position.
- Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
- Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.
We are aware of active recruitment scams using the CaptivateIQ 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:
Commercial Acumen Responsibilities
- 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.
Requirements
- 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 RevOps) and senior stakeholders.
- Demonstrated technical curiosity and comfort engaging in 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: experience in Sales Performance Management, Incentive Compensation, or RevOps technology.
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
Notice for Prospective Candidates
- Only emails from @captivateiq.com should be trusted.
- Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
- Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
- Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
- Ask candidates to make a payment in order to be considered for a position.
- Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
- Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.
We are aware of active recruitment scams using the CaptivateIQ 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:
CaptivateIQ participates in E-Verify, web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States
Top Skills
Compensation Software
Planning Tools
Revops
SaaS
Sales Performance Management
Similar Jobs
Healthtech • Software
As a Customer Success Manager at AcuityMD, you'll drive user adoption, manage client relationships, lead business reviews, and collaborate on growth strategies for enterprise accounts in the medical technology space.
Top Skills:
SQL
Artificial Intelligence • Cloud • Fintech • Professional Services • Software • Analytics • Financial Services
The Enterprise Customer Success Manager will build relationships with customers, drive adoption of Workiva's solutions, and ensure successful implementation and satisfaction, while managing internal team collaborations.
Information Technology
The Enterprise Customer Success Manager will enhance client relationships, manage onboarding and implementation, drive satisfaction, retention, and growth across a portfolio of enterprise customers.
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
