Principal Customer Success Manager - Enterprise

Strategic Partnership & Value Responsibilities

• Build and execute multi-quarter success plans that directly link platform use cases and adoption milestones to measurable, quantifiable value for the customer.
• Partner with executive stakeholders (C-suite, Finance, RevOps, HR, Sales) to align CaptivateIQ to their strategic initiatives and compensation strategy.
• Lead business reviews and strategic planning sessions that tell a data-driven value story and influence renewal and expansion decisions.
• Proactively manage and mitigate churn risk, surfacing solutions and driving alignment across internal teams (Product, Engineering, and Services), external stakeholders, and leadership levels.

Enterprise Relationship Management Responsibilities

• Develop multi-threaded relationships across global and cross-functional customer teams - from compensation admins to CROs and CFOs.
• Serve as a trusted advisor who can bridge business and technical discussions, guiding customers through complex workflows and integrations.

Technical and Domain Expertise Responsibilities

• Develop a deep understanding of CaptivateIQ’s platform to advise on best practices and guide customers through complex scenarios.
• Build domain expertise in incentive compensation and sales performance management, developing a point of view to act as a true strategic partner to customers.
• Partner with Product and Engineering to advocate for customer needs through structured voice-of-customer insights.

Commercial Acumen Responsibilities

• Own full accountability for customer retention, expansion, and forecast accuracy within your portfolio, balancing customer advocacy with business objectives.
• Negotiate and influence renewals and upsells that balance customer advocacy with business objectives.
• Collaborate with Account Directors and leadership on renewal and expansion strategy, building business cases that link customer value to commercial impact.

Requirements

• 7+ years of progressive experience in Customer Success or Account Management within a B2B SaaS; at least 3+ years managing large enterprise-level accounts ($100K+ ARR)
• Proven success driving measurable customer outcomes, renewals, and expansions within large, global organizations.
• 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.
• 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).
• Proficiency with account planning, forecasting, and value realization frameworks.
• Bonus: experience in Sales Performance Management, Incentive Compensation, or RevOps technology.

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

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.