Customer Success Manager

About the role

We are seeking a talented Customer Success Manager to join our growing team. The ideal candidate will have a proven track record of driving revenue growth, providing exceptional customer service, embodies a solution-oriented mindset, delivers outstanding external/internal communication, capable of working autonomously with minimal supervision, and can effectively engage in business-level conversations all the way up to the CEO.

Responsibilities:

• Serve as the primary point of contact for assigned client accounts, providing dedicated support to address their needs and ensure their success.
• Act as an advocate for clients within the organization, representing their interests and ensuring their needs are addressed promptly and effectively.
• Collaborate closely with internal teams, including sales, professional services, and support, to align efforts and deliver seamless, effective solutions that meet client needs.
• Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives.
• Own the renewal process, working proactively with clients to ensure their continued satisfaction and commitment.
• Build an in-depth understanding of the customer's business to identify and pursue upsell and cross-sell opportunities within existing client accounts to maximize revenue and expand the scope of services provided.
• Monitor and track account health, performance metrics, and customer satisfaction levels, taking proactive measures to address any issues or concerns to ensure client success.
• Stay informed about industry trends, market developments, the competitive landscape, and company strategy to provide clients with relevant insights and maintain a competitive edge.

Requirements:

• 2-4 years of experience in account management, customer success, or a similar role.

• Proven track record of exceeding sales targets, driving revenue growth, and delivering exceptional customer service.

• Strong interpersonal and communication skills, with the ability to manage contract negotiations and objection handling all the way up to the CEO.

• Strategic thinker with the ability to identify opportunities, solve problems, and drive results.

• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.

• Ability to work independently in a fast-paced startup environment.

• Experience working cross-functionally with Product, Support, Marketing, Billing, and other functions.

Bonus Points:

• Experience in commissions, finance, or accounting.
• Prior experience in Customer Success, Account Management, Sales, or similar experience focused on customer retention and revenue growth.
• Proficiency with popular CRMs (e.g. Salesforce) and Customer Success tools.

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

Notice to Prospective Candidates:

• Only emails from @captivateiq.com should be trusted.
• We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:
• 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.

$98,000 - $115,000 a year

CaptivateIQ takes a market-based approach to pay, and the base salary range for this job posting shows the minimum and maximum target starting base salary across all US locations. The successful candidate’s starting base salary will be determined based on the candidate’s job-related skills, relevant experience, education, work location, market conditions, and other factors. This range may be modified in the future. Certain positions may be eligible for incentive compensation, equity, and other benefits.

CaptivateIQ participates in E-Verify, web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States