Senior Manager, Customer Success

Scaled Customer Success Strategy Responsibilities

• 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 ChurnZero 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.

Renewal and Retention Management Responsibilities

• 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.

Customer Engagement Responsibilities

• 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.

Team Leadership & Development Responsibilities

• 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 targeted coaching, performance feedback, and career development.
• Champion a collaborative, customer-obsessed mindset grounded in CS best practices.

Requirements

• Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 5+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers.
• Proven success leading tech-touch and digital CS programs; experience with ChurnZero or similar CSPs strongly preferred.
• Scaled CS: Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50–200 accounts per CSM). Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems.
• Analytical Abilities: Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance.
• Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product.
• Leadership: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture.
• Communication: Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels.
• Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales & Marketing, Product, Operations and Professional Services to enhance the customer journey.
• Industry Knowledge: Experience in sales planning, incentive compensation management or adjacent industries is a plus but not required.

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:
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• 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)
• 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