Customer Success Manager

• Austin, TX

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

Responsibilities

• Serve as the primary point of contact for assigned client accounts, providing dedicated support to address their needs and ensure their success.
• Act as an advocate for clients within the organization, representing their interests and ensuring their needs are addressed promptly and effectively.
• Collaborate closely with internal teams, including Sales, Professional Services, and Support, to align efforts and deliver seamless, effective solutions that meet client needs.
• Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives.
• Lead commercial conversations, including renewals and upsells; partner with Sales, Legal, and internal stakeholders as needed to close deals.
• Develop account strategies that tie the product to each customer’s strategic goals; proactively identify and close revenue expansion opportunities.
• Monitor and track account health, performance metrics, and customer satisfaction levels, taking proactive measures to address any issues or concerns to ensure client success.
• Stay informed about industry trends, market developments, the competitive landscape, and company strategy to provide clients with relevant insights and maintain a competitive edge.

Requirements

• 2-4 years of experience in Customer Success, Account Management, or a similar role within a SaaS environment.
• Proven track record of exceeding growth targets, driving customer retention, and delivering high-impact customer service.
• Strong interpersonal and communication skills, with the ability to manage contract negotiations and objection handling all the way up to the CEO.
• Strategic thinker with the ability to identify opportunities, solve problems, and drive results.
• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Experience working cross-functionally with Product, Support, Marketing, Billing, and other internal stakeholders.

Bonus Points

• Experience supporting commissions platforms, finance-adjacent tools, or accounting solutions.
• Proven success managing renewals and upsells, especially in mid-to-large portfolios.
• Proficiency with popular CRMs (e.g., Salesforce) and Customer Success platforms (e.g., ChurnZero).

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 to 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.