Senior Manager of Customer Success

• Design and optimize scalable playbooks across all lifecycle phases—onboarding, adoption, renewal, and expansion—to ensure consistent, high-impact engagement
• Identify segment-level trends and drive scalable operational improvements across the Commercial CS motion
• Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like ChurnZero to drive personalized, proactive customer interactions
• Leverage customer data (adoption, engagement) to infer early indicators of risk or growth potential
• Develop playbooks to successfully drive customers through the value journey in 1:many and low touch models
• Create multi-threaded customer relationships in a 1:many model
• Partner cross-functionally with Operations and Professional Services to improve the scaled customer journey
• Provide structured customer feedback to influence product direction and go-to-market alignment
• Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes
• Monitor key customer success metrics - including adoption, retention, expansion, and churn risk signals - and implement strategies to improve outcomes and operational efficiency
• Partner with CSMs on strategic engagement for at-risk customers, ensuring timely intervention and resolution
• Act as an escalation point for priority accounts, resolving escalations with urgency and empathy
• Leverage customer insights and health signals to guide proactive engagement strategies and ensure early risk detection and proactive intervention
• Share customer trends and performance insights with internal stakeholders to influence broader CS, product, and company strategy
• Lead, coach, and inspire a team of 5 high-performing CSMs managing Commercial (SMB and Mid-Market) portfolios, driving value, adoption, retention, and growth
• Set a clear vision for Commercial CS excellence and raise execution standards across the team
• Instill a bias toward early identification, strong mitigation plans, and a retention-first mindset across the team
• Build a culture of accountability and continuous improvement through targeted coaching, performance feedback, and career development
• Champion a collaborative, customer-obsessed mindset grounded in CS best practices

• 8+ years in customer success, account management, or client-facing roles within a SaaS environment
• At least 5+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers
• Proven success leading tech-touch and digital CS programs
• Experience with ChurnZero or similar CSPs strongly preferred
• Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50–200 accounts per CSM)
• Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems
• Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance
• Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product
• Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture
• Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels
• Demonstrated success in working cross-functionally with Sales & Marketing, Product, Operations and Professional Services to enhance the customer journey

Experience in sales planning, incentive compensation management or adjacent industries

• 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
• 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