Senior Customer Success Manager - Commercial

New

CaptivateIQSaaS Sales Performance

Remote USAFull-TimeSenior

Salary$115,000 - $150,000 a year

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Job Details

5+ years of progressive experience in Customer Success, Account Management, or similar SaaS role.
Track record of operating at a senior or advanced individual-contributor level.
Proven success driving measurable customer outcomes in high-volume, high-value portfolios.
Strong commercial acumen for running renewals, expansion, and principled negotiations.
Strong executive presence and consultative storytelling skills for C-suite audiences.
Strong operational rigor including documentation, forecasting, and account planning.
Demonstrated ability to operate with minimal oversight and lead escalations independently.
Technical curiosity and comfort engaging on product architecture, integrations, and workflow automation.
Experience with Incentive Compensation Management (ICM) or Sales Performance Management (SPM) preferred.
Experience with popular CRMs like Salesforce and Customer Success platforms like ChurnZero preferred.

Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio.
Build and execute multi-quarter success plans that link platform use cases to quantifiable value.
Lead QBRs, executive briefings, and business reviews that tell a data-driven value story.
Run structured renewal and expansion strategy end-to-end, negotiating principled give/get tradeoffs.
Own full accountability for retention, expansion, and forecast accuracy.
Engage across personas including comp admins, finance leaders, and executives.
Proactively manage and mitigate churn risk and escalation motions independently.
Synthesize and surface customer product feedback to Product and Engineering teams.

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