Customer Success Manager - Remote

CaptivateIQ

Dublin, Ireland - Remote Remote

Full time

Nov 15

We’re on a mission to bring transparency and joy to commissions management. Commissions incentivize behavior that drives revenue. But most companies still rely on spreadsheets or legacy software providers to manage commissions, and this often results in errors, lost time, and frustrated reps and admins alike.

We believe that getting paid should be fun and that work should be a breeze for compensation plan administrators. That’s why we’ve created a scalable, flexible, no-code solution that enables finance and operations teams to model, automate, and optimize performance incentives.

Twenty of the Forbes’ Cloud 100 including leading brands like Amplitude, Gong, and Hopin use CaptivateIQ to power their incentive compensation programs. We have over $63M in funding from Sequoia, Accel, Y Combinator, Amity Ventures, GTMFund, S28 Capital, and other top investors. We’ve grown over 3x by all measures in the past year – including revenue, customers, and employees – and we’re searching for more great folks such as yourself to help us transform the world of incentive compensation.

We’re proud of our 5.0 rating on Glassdoor. Our remote team comes from diverse backgrounds and experiences which helps us better serve our customers and each other. People are at the heart of our open and inclusive organization, and we bring transparency, humility, and respect to everything that we do.

About the Role

We're looking for a talented and experienced Customer Success Manager to join our growing Customer Success Team. As part of a small team, you’ll have a unique opportunity to help influence and build best-in-class customer success at CaptivateIQ. This person will have an important role in being a dedicated liaison to our customers on behalf of CaptivateIQ, working to ensure as we grow we are meeting their business needs. 

Responsibilities

  • Develop strong relationships with customers as their trusted advisor throughout their entire lifecycle to create strong customer advocates and champions.
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and potential opportunities for deeper engagement & upsells. 
  • Lead annual business reviews with system users and executive sponsors to consult on strategic initiatives, review their identified KPI’s, and align on the overall impact.
  • Diagnose root causes and recommend corrective actions, if the customer is not achieving KPI targets. 
  • Proactively work with assigned customers so they find success with CaptivateIQ and work to ensure their timely renewal. 
  • Provide ongoing recommendations and serve as the voice of the customer to internal teams.

Consultative Requirements

  • Must be able to effectively ask questions of the customer to understand root problems to drive change
  • The ability to guide and direct a customer to success
  • Must have empathy and the ability to build impactful relationships 

Proactive Requirements

  • Must be a self-starter, someone who can manage their own workload autonomously
  • Follow through with customers and on internal projects
  • Someone who can help see gaps in our service and take necessary action to propose change or improve processes

Technical Requirements

  • Aptitude to understand a technical product and to effectively speak to product features with customers.
  • Bonus Points:
  • Experience in commissions, finance or accounting is a big plus
  • Experience working with Excel/Sheets with an understanding of formulas
  • Experience working with customers with a complex SaaS product

Benefits

  • (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
  • Unlimited vacation days and quarterly mental health days so you can recharge
  • $1,000 to explore your dream destination on your work anniversary
  • $500 annual professional development stipend to continue growing and learning
  • $500 home office stipend to decorate your home office
  • $1,000 caretaker stipend to make sure our parent colleagues are being supported
  • Virtual team lunches to keep you connected
  • (US-ONLY) 401k plan to participate in and save towards the future
  • Newest hardware and tools for the job
  • 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.


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CaptivateIQ

Design better incentives for today's workforce

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