Customer Success Manager (at-scale) - Remote

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 RoleWe're looking for a talented and experienced Customer Success Manager to join our growing Customer Success (at-scale) 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 helping us scale our Success Team on behalf of CaptivateIQ, and working to ensure as we grow we are meeting their business needs. ResponsibilitiesDevelop strategic forms of one-to-many communication with customers as their trusted advisor throughout their lifecycle to create strong customer advocates and champions.Monitor a large set of customers to ensure proactive communication about usage, sentiment, and potential opportunities for deeper engagement & upsells. Leverage tools and technology to deliver value to multiple customers at once through one-to-many programs.Participate in efforts such as email campaigns, office hours, customer training and webinars to ensure the customers ongoing learning and adoption of CaptivateIQ.Develop meaningful and impactful content and resources to be widely distributed to customers.Effectively monitor and deliver on upcoming renewals.Provide best practices to customers around use of our softwareServe as the voice of the customer to internal teams.Requirements2+ years Customer Success or similar role in a B2B SaaS environment.Self starter who can work autonomously and get things doneAbility to host webinars/events, present (via zoom) in front of large groups of people and engage with customersExperience or work showing the ability to create impactful resources, documentation, presentationsProven ability to interact, collaborate with customers and to set and manage expectations.Multitask and prioritize items in a fast-growing changing environmentCreative problem solving skills to identify solutions to customer challengesExceptional interpersonal skills with a broad range of external and internal teamsAbility to communicate effectively via phone, web conference, and in writing as a majority of customer communication is virtual.Empathetic, positive attitude with a desire to help our customers reach their goalsBenefits(US-ONLY) 100% of medical, dental, and vision covered including 75% for dependentsUnlimited 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 supportedVirtual team lunches to keep you connected(US-ONLY) 401k plan to participate in and save towards the futureNewest hardware and tools for the jobEmployee 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.