Enterprise Customer Success Manager

Responsibilities:

• • • Understand customer business objectives and needs, develop tailored success plans to help them achieve these goals, and regularly review progress towards those goals through check-ins and business reviews.
    • Become a trusted advisor to customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ.
    • Serve as a subject matter expert on CaptivateIQ’s platform and provide ongoing best practice use cases of CaptivateIQ based on the understanding of customers’ business, needs, and desired outcomes.
    • Advocate for customer needs and requirements within the company, influencing product development and roadmap, as well as service improvements.
    • Monitor customer usage and adoption of the platform, identifying opportunities for improvement and growth.
    • Proactively identify and address any issues or challenges customers may face, providing solutions and best practices, and partnering with internal stakeholders to address those challenges in a proactive and timely manner.
    • Drive customer retention and renewal efforts, ensuring high customer satisfaction and loyalty. Negotiate contract renewals and extensions, ensuring continued partnership and success.
    • Identify upsell and cross-sell opportunities within assigned accounts, collaborating with internal stakeholders to expand account value.

Requirements:

• • • 5+ years of experience in customer success, account management, or a related role, in a SaaS environment.
    • Proven track record of managing and growing enterprise-level customer relationships ($100k+ ARR).
    • Strong communication, presentation, and negotiation skills, with the ability to influence stakeholders at all levels.
    • Highly organized, self-motivated, and able to work independently in a fast-paced environment.
    • Aptitude to understand a technical product and to effectively speak to product features with customers.
    • A problem solver end to end with an ability to think strategically and structure complex issues into digestible frameworks, and follow up with strong execution.
    • Experience with incentive compensation management, sales performance management, or related fields is highly desirable.

Notice for Prospective Candidates:

• • • Only emails from @captivateiq.com should be trusted.

• • 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) 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)
  • One time work from home stipend & annual stipends for professional development and caretaking
  • Virtual team lunches to keep you connected
  • (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