Senior Customer Success Manager - Commercial

About CaptivateIQ CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. We started by revolutionizing incentive compensation management, and now we're expanding our platform to solve broader sales planning challenges. Recognized by industry analysts like Forrester and G2 and backed by top-tier investors, including Sequoia, ICONIQ, Accel, and Sapphire Ventures, we empower high-growth companies like Netflix, Figma, and Stripe with the flexibility and insights needed to drive revenue performance. Join a talented, fast-growing team committed to solving some of the most complex and impactful problems in sales performance management. About the Role We’re looking for a Senior Commercial Customer Success Manager to join our high-growth team as a strategic orchestrator. This isn't a check-the-box position; you will lead a dynamic portfolio of 45–55 accounts, acting as a trusted partner to navigate complex organizations from technical admins to the C-suite. As a senior member of the Commercial team, you'll be trusted to run multi-quarter value programs with minimal oversight, and you'll set the bar for the team by sharing strategies, wins, and playbooks that raise the level of the whole org. By blending data-driven storytelling with sharp commercial execution, you will drive measurable business transformation, adoption, and expansion. You'll independently run the majority of escalation and risk motions — looping in leadership with clear context rather than needing their direction — and you'll negotiate renewals with principled, give/get tradeoffs rather than reflexive discounts. You’ll be empowered to deploy AI agents to automate manual workflows, allowing you to scale your impact and focus on high-value strategy. We value disciplined, team-first individuals ready to leverage modern tools to redefine the industry standard. Responsibilities - Own your book of business: Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio, with a success KO and value map in place for every new account within 60 days. - Champion customer outcomes: Build and execute multi-quarter success plans that directly link platform use cases and adoption milestones to measurable, quantifiable value — anticipating what's next and keeping stakeholders and execs aligned as strategy shifts. - Tell the customer story: Lead QBRs, executive briefings, and business reviews that tell a data-driven value story, tying product value to business impact and influencing renewal and expansion decisions. - Lead commercial conversations: Run structured renewal and expansion strategy end-to-end — identifying expansion signals tied to new use cases or modules, negotiating with principled give/get tradeoffs rather than reflexive discounting, and building business cases that link customer value to commercial impact. - Forecast with precision: Own full accountability for retention, expansion, and forecast accuracy within your portfolio — presenting accurate weekly forecasts, "calling your shot" on renewal outcomes, and consistently delivering on targets. - Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives — partnering with stakeholders across Finance, RevOps, HR, and Sales to align CaptivateIQ to their strategic initiatives, tailoring communication to each audience, and driving in-person onsites where it matters most. - Operate with ownership: Run the majority of escalation and risk motions without manager assistance — proactively managing and mitigating churn risk, surfacing clear context and proposed actions to leadership, and delivering predictable follow-through. - Advocate internally: Serve as a voice of the customer with Product & Engineering, synthesizing and surfacing customer product feedback through structured voice-of-customer insights. - Collaborate cross-functionally: Partner with Professional Services, Support, and Product to alig