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CaptivateIQ · 4 months ago

Principal Customer Success Manager - Enterprise

Nashville, TN

Full-time

Onsite

Senior Level, Lead/Staff

$130K/yr - $180K/yr

7+ years exp

CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. They are seeking a strategic and experienced Enterprise Customer Success Manager to serve as a trusted advisor to their largest global customers, managing the full customer lifecycle from onboarding to renewal and expansion.

Data IntegrationManagement Information SystemsSaaSSalesSoftware

Growth Opportunities

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) 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

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

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

Qualification

Customer Success ManagementAccount ManagementB2B SaaS ExperienceExecutive PresenceConsultative StorytellingTechnical CuriosityAccount PlanningForecastingRelationship ManagementData-driven Decision MakingNegotiation SkillsCross-functional CollaborationProblem Solving

Required

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 in 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

Preferred

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