Manager, Customer Success

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 results-driven Senior Manager of Customer Success to lead and scale a team of CSMs supporting our Commercial (SMB and Mid-Market) customers. This role is pivotal in driving value, retention, and growth through a tech-touch and digitally scaled CS strategy. You'll lead a high-performing team managing large books of business efficiently, while shaping the future of our digital-first customer engagement model.

The ideal candidate brings deep experience in scaled CS motions and a passion for operationalizing impactful, tech-enabled customer experiences. You’ll work cross-functionally with Sales, Marketing, Product, Operations, and Professional Services to deliver a seamless and unified customer journey.

This is an opportunity to help scale a Customer Success function during a pivotal growth phase, build a modern CS motion from the ground up, and join a collaborative, mission-driven team obsessed with customer impact.

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

• Austin, TX

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

• Design and optimize scalable playbooks across all lifecycle phases—onboarding, adoption, renewal, and expansion to ensure consistent, high-impact engagement.
• Identify segment-level trends and drive scalable operational improvements across the Commercial CS motion
• Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like Churn Zero to drive personalized, proactive customer interactions.
• Leverage customer data (adoption, engagement) to infer early indicators of risk or growth potential.
• Develop playbooks to successfully drive customers through the value journey in 1:many and low touch models.
• Create multi-threaded customer relationships in a 1:many model.
• Partner cross-functionally with Operations and Professional Services to improve the scaled customer journey.
• Provide structured customer feedback to influence product direction and go-to-market alignment.

• Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes.
• Monitor key customer success metrics – including adoption, retention, expansion, and churn risk signals – and implement strategies to improve outcomes and operational efficiency.
• Partner with CSMs on strategic engagement for at‑risk customers, ensuring timely intervention and resolution.

• Act as an escalation point for priority accounts, resolving escalations with urgency and empathy.
• Leverage customer insights and health signals to guide proactive engagement strategies and ensure early risk detection and proactive intervention.
• Share customer trends and performance insights with internal stakeholders to influence broader CS, product, and company strategy.

• Lead, coach, and inspire a team of 5 high-performing CSMs managing Commercial (SMB and Mid-Market) portfolios, driving value, adoption, retention, and growth.
• Set a clear vision for Commercial CS excellence and raise execution standards across the team.
• Instill a bias toward early identification, strong mitigation plans, and a retention‑first mindset across the team.
• Build a culture of accountability and continuous improvement through…