--- title: 'Senior Customer Success Manager - Commercial at CaptivateIQ' canonical: 'https://feeny.ai/job/senior-customer-success-manager-commercial-captivateiq-united-states-5c5n6ge7k6mx' type: 'job' last_seen: '2026-09-07' --- # Senior Customer Success Manager - Commercial at CaptivateIQ - **Company:** CaptivateIQ - **Location:** United States - **Compensation:** $115k–$150k - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-14 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/captivateiq/7db2103f-576d-42b9-b496-b532f450c3ee ## Job description 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, 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. ## About the Role We’re looking for a Senior Commercial Customer Success Manager to join our high-growth team as a strategic orchestrator. This isn't a check-the-box position; you will lead a dynamic portfolio of 45–55 accounts, acting as a trusted partner to navigate complex organizations from technical admins to the C-suite. As a senior member of the Commercial team, you'll be trusted to run multi-quarter value programs with minimal oversight, and you'll set the bar for the team by sharing strategies, wins, and playbooks that raise the level of the whole org. By blending data-driven storytelling with sharp commercial execution, you will drive measurable business transformation, adoption, and expansion. You'll independently run the majority of escalation and risk motions — looping in leadership with clear context rather than needing their direction — and you'll negotiate renewals with principled, give/get tradeoffs rather than reflexive discounts. You’ll be empowered to deploy AI agents to automate manual workflows, allowing you to scale your impact and focus on high-value strategy. We value disciplined, team-first individuals ready to leverage modern tools to redefine the industry standard. If you’re passionate about helping customers achieve their goals and can navigate from comp admin to CFO, this role is for you. Responsibilities: - Own your book of business: Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio, with a success KO and value map in place for every new account within 60 days. - Champion customer outcomes: Build and execute multi-quarter success plans that directly link platform use cases and adoption milestones to measurable, quantifiable value — anticipating what's next and keeping stakeholders and execs aligned as strategy shifts. - Tell the customer story: Lead QBRs, executive briefings, and business reviews that tell a data-driven value story, tying product value to business impact and influencing renewal and expansion decisions. - Lead commercial conversations: Run structured renewal and expansion strategy end-to-end — identifying expansion signals tied to new use cases or modules, negotiating with principled give/get tradeoffs rather than reflexive discounting, and building business cases that link customer value to commercial impact. - Forecast with precision: Own full accountability for retention, expansion, and forecast accuracy within your portfolio — presenting accurate weekly forecasts, "calling your shot" on renewal outcomes, and consistently delivering on targets. - Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives — partnering with stakeholders across Finance, RevOps, HR, and Sales to align CaptivateIQ to their strategic initiatives, tailoring communication to each audience, and driving in-person onsites where it matters most. - Operate with ownership: Run the majority of escalation and risk motions without manager assistance — proactively managing and mitigating churn risk, surfacing clear context and proposed actions to leadership, and delivering predictable follow-through. - Advocate internally: Serve as a voice of the customer with Product & Engineering, synthesizing and surfacing customer product feedback through structured voice-of-customer insights. - Collaborate cross-functionally: Partner with Professional Services, Support, and Product to align on solutions and ensure a seamless customer experience. - Become a product and domain expert: Understand how our platform works and how it delivers value, building domain expertise in incentive compensation and sales performance management so you can act as a true strategic partner and trusted advisor — bridging business and technical discussions and guiding customers through complex workflows and integrations. - Raise the bar for the team: Spot patterns across accounts, surface insights that improve processes, and take the lead in sharing strategies, wins, and success playbooks with peers — serving as a go-to resource on the team. - Drive operational excellence by integrating AI into your daily motion — from running agents that automate common tasks to using LLMs for deep-dive account queries and predictive health monitoring. What You’ll Bring: - 5+ years of progressive experience in Customer Success, Account Management, or similar SaaS role, with a track record of operating at a senior or advanced individual-contributor level. - Proven success driving measurable customer outcomes and results in a high-volume, high-value customer portfolio — prioritizing effectively across varied needs and engagement levels. - Strong commercial acumen — experienced running structured renewal and expansion strategy end-to-end, negotiating principled give/get tradeoffs, and balancing customer advocacy with business goals. - 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. - Strategic, curious, and customer-centric mindset — focused on long-term outcomes, not transactional check-ins. - Strong operational rigor: documentation, forecasting, and account planning come naturally to you. - Demonstrated ability to operate with minimal oversight — running escalations independently and proactively sharing wins, strategies, and playbooks that help raise the bar for peers. - Demonstrated technical curiosity and comfort engaging on product architecture, integrations, and workflow automation (you don’t need to code, but you lean in to understand). ## Nice to Have - Experience supporting Incentive Compensation Management (ICM), Sales Performance Management (SPM), or complex Fintech/Accounting solutions; ideally with direct experience navigating the Office of the CFO and Revenue personas. - Proficiency with popular CRMs (e.g., Salesforce) and Customer Success platforms (e.g., ChurnZero). - Informal mentoring, enablement, or process-improvement experience — e.g., onboarding teammates, building a playbook, or leading a working group — even if not in a formal people-management capacity. 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)Comprehensive Healthcare: 100% coverage for medical, dental, and vision for all FTEs, with roughly 75% coverage for dependents. - Flexible Time Off: Flexible vacation days plus quarterly mental health days to ensure you have the space to recharge. - Annual Stipends: Dedicated funds for your professional development and caretaking needs. - Work Anniversary Bonuses: Annual bonuses to celebrate your milestones and contributions to the CaptivateIQ team that grow as your tenure does. - Retirement Savings (US-Only): A 401(k) plan to help you invest in and secure your future. - Premium Tools: The latest Apple hardware to empower you to do your best work. - Inclusive Community: Active Employee Resource Groups (ERGs) that celebrate shared identities and support our DEI goals by fostering an environment where diverse talent thrives. 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 ## About CaptivateIQ ## Company Overview - **One-liner**: CaptivateIQ provides a modern, AI-infused commission management platform that automates incentive compensation, quota planning, and sales performance analytics. - **Entity Type**: Private (Series C; $164.6M total funding) - **Headquarters**: San Francisco, California, USA (also has an office in Salt Lake City, Utah) - **Founded**: 2017 - **Founders**: Mark Schopmeyer, Conway Teng, Hubert Wong ## Core Business - **Primary industry**: Sales Performance Management (Incentive Compensation) - **Target customers**: B2B; revenue teams including sales operations, finance, and compensation administrators at mid-market and enterprise companies (1,000+ customers worldwide) - **Mission**: To enable every company to take control of sales performance management, making commission administration transparent, accurate, and motivating for all stakeholders. ## Products & Services - **Incentive Compensation Management**: Automates commission calculations with a no-code, logic-based engine (SmartGrid ELT). Supports any compensation plan and provides real-time visibility for payees. - **Sales Capacity and Quota Planning**: Build and manage territories, assign accounts, and optimize opportunities with automated boundary adjustments. - **Reporting & Analytics**: Real-time dashboards tracking performance trends, top performers, and drivers of results. - **Predictive Modeling**: ML-powered models to score accounts, predict quota attainment, and identify payout anomalies. - **Assist AI**: Generative AI assistant that helps troubleshoot formulas, search documentation, and optimize plans via natural language queries. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (private company) - **Key Metric**: $164.6M in total venture funding (led by ICONIQ Growth, Accel, Sequoia, Sapphire, Workday Ventures, Bessemer, Foundation Capital, Y Combinator) - **Notable Investors/Partners**: Sequoia, Accel, ICONIQ Growth, Sapphire, Bessemer, Foundation Capital, Workday Ventures, Y Combinator - **Growth Signals**: - 1,000+ customers globally - 94% customer satisfaction (CSAT) from over 2,500 G2 reviews - Named a Leader in “The Forrester Wave™: Sales Performance Management Solutions For Incentive Compensation, Q1 2025” - Strategic investment from Workday Ventures and partnership with Workday Software Partner Program - Recent product launches: SmartGrid ELT, Assist AI, Payee Lifecycle Management, Custom Workflow Builder ## Competitive Advantages - **AI-infused platform** that integrates compensation, planning, and predictive modeling in a single system – unlike legacy tools that require services or IT. - **No-code calculation engine (SmartGrid ELT)** enables commission plan creation and iteration without developer or consultant support. - **Single source of truth** for incentives and planning data, with real-time synchronization from CRM/ERP systems (Salesforce, HubSpot, NetSuite, Workday). - **SOC 1 & SOC 2 compliance** ensures enterprise-grade data security. - **Real-time payee visibility** increases rep trust and motivation. ## Strategic Focus - **Modernize incentive compensation** by replacing manual spreadsheets and inflexible legacy software with an adaptable, cloud-native platform. - **Expand AI capabilities** – Assist AI and predictive modeling to further automate plan building, anomaly detection, and forecasting. - **Deepen ecosystem integrations** (e.g., Workday Ventures partnership) and continue building out planning, capacity management, and reporting modules. - **Scale global presence** with a distributed remote workforce and a second office in Salt Lake City. ## Why Work Here - **Remote-first culture**: CaptivateIQ is a 100% remote company with flexible work from anywhere; also maintains physical offices in San Francisco and Salt Lake City for in-person events. - **Competitive compensation** including equity, bonuses, and anniversary bonuses. - **Comprehensive healthcare**: 100% coverage of medical, dental, and vision for employees and 75% for dependents. - **Time off**: Flexible PTO plus quarterly mental health days. - **Parental support**: Parental leave and an annual $1,000 caretaker stipend. - **Professional development**: $500 annual stipend for learning and development. - **401k retirement plan**. - **Employee Resource Groups (ERGs)** that support diverse identities and experiences. - **High ratings**: 94% CSAT on G2 and consistently positive employee reviews on Built In (35+ total employees, 2 offices). - **Recent engineering focus**: Roles like Software Engineer – AI Platform signal investment in cutting-edge technology. ## Sources 1. [captivateiq.com – About Us](https://www.captivateiq.com/about-us) 2. [captivateiq.com – Careers](https://www.captivateiq.com/careers) 3. [captivateiq.com – Main Site](https://www.captivateiq.com/) 4. [jobs.lever.co/captivateiq](https://jobs.lever.co/captivateiq) 5. 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