Enterprise Customer Success Manager

About the Role:

Responsibilities:

• Understand customer business objectives and needs, develop tailored success plans to help them achieve these goals, and regularly review progress towards those goals through check-ins and business reviews.
• Become a trusted advisor to customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ.
• Serve as a subject matter expert on CaptivateIQ’s platform and provide ongoing best practice use cases of CaptivateIQ based on the understanding of customers' business, needs, and desired outcomes.
• Advocate for customer needs and requirements within the company, influencing product development and roadmap, as well as service improvements.
• Monitor customer usage and adoption of the platform, identifying opportunities for improvement and growth.
• Proactively identify and address any issues or challenges customers may face, providing solutions and best practices, and partnering with internal stakeholders to address those challenges in a proactive and timely manner.
• Drive customer retention and renewal efforts, ensuring high customer satisfaction and loyalty. Negotiate contract renewals and extensions, ensuring continued partnership and success.
• Identify upsell and cross-sell opportunities within assigned accounts, collaborating with internal stakeholders to expand account value.

Requirements:

• 5+ years of experience in customer success, account management, or a related role, in a SaaS environment.
• Proven track record of managing and growing enterprise-level customer relationships ($100k+ ARR).
• Strong communication, presentation, and negotiation skills, with the ability to influence stakeholders at all levels.
• Highly organized, self-motivated, and able to work independently in a fast-paced environment.
• Aptitude to understand a technical product and to effectively speak to product features with customers.
• A problem solver end to end with an ability to think strategically and structure complex issues into digestible frameworks, and follow up with strong execution.
• Experience with incentive compensation management, sales performance management, or related fields is highly desirable.

Notice for Prospective Candidates:

• Only emails from @captivateiq.com should be trusted.
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:
• 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.

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)
• One time work from home stipend annual stipends for professional development and caretaking
• Virtual team lunches to keep you connected
• (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