The Enterprise Customer Success Manager drives value realization and growth for large customers, overseeing the customer lifecycle and collaborating with internal teams.
CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It's time to rethink ROI - your return on incentives - with CaptivateIQ.
With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to improve their return on incentives and sales planning.
Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work!
About the Role
We’re looking for a strategic and experienced Enterprise Customer Success Manager to join our Customer Success team at CaptivateIQ. In this role, you will be the trusted advisor to our largest and most complex customers (2,000+ employees), driving value realization, retention, and growth.
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-level stakeholders, utilizing structured planning to help them achieve long-term success.
This role is perfect for someone who is energized by complex problem-solving, executive engagement, and owning strategic accounts with high impact.
Responsibilities
- Develop tailored success plans for Enterprise customers based on their business goals and use cases.
- Lead onboarding, adoption, QBRs, renewals, and expansion efforts for your book of business.
- Build and maintain strong relationships across customer stakeholders, including C-suite leaders.
- Collaborate closely with internal teams to solve customer pain points and close product gaps.
- Leverage data and insights to tell compelling value stories and manage risk proactively.
- Influence internal processes and platform improvements through structured VOC feedback.
- Identify growth opportunities and partner with Sales to expand the customer footprint.
Requirements
- 5+ years in Customer Success, Account Management, or a similar role in SaaS.
- Proven experience owning and growing enterprise customer relationships ($100k+ ARR).
- Strong executive presence, consultative communication skills, and business acumen.
- Experience managing complex product implementations and long customer lifecycles.
- Ability to operate independently, drive strategy, and thrive in ambiguity.
- Proficiency with planning tools (e.g. account plans, stakeholder maps, mutual success plans).
- Bonus: experience with RevOps, sales performance management, or compensation software.
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:
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
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
Security • Software • Cybersecurity • Automation
The Customer Success Manager will support SafeBase customers, ensuring successful onboarding, product usage, and fostering customer relationships for renewals and growth.
Top Skills:
Chili PiperCrm SystemsNotionSlack
Security • Software • Cybersecurity • Automation
Lead strategic relationships with enterprise customers, driving compliance program success and outcomes. Develop success plans and track KPIs while guiding customers through compliance frameworks.
Top Skills:
CatalystJIRASalesforceSigma
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Manage key customer accounts, ensuring operational efficiency with Samsara's IoT solutions. Foster relationships, strategize success plans, and conduct workshops to address customer needs.
Top Skills:
Iot PlatformSaaS
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
