Note: The job is a remote job and is open to candidates in USA. CaptivateIQ is seeking a strategic, Sales Planning-savvy Senior Customer Success Manager to serve as the trusted advisor and outcomes driver for customers adopting CIQ Planning. In this role, you will own the CIQ Planning post-sales lifecycle from implementation to ongoing adoption and expansion, working cross-functionally to ensure successful customer outcomes.
Responsibilities
- Align with Professional Services to define and enforce clear implementation milestones and exit criteria, including: Documented use cases and scope sign‑off
- Data readiness and integrations sufficient for first and next cycles
- Model validation (territories, quotas, capacity) aligned to customer processes
- Admin enablement and skills transfer (customer can own 2nd/3rd iterations)
- “Next-season runbook” with clear responsibilities and timelines
- Support Professional Services and Partner builders with Planning configuration oversight:
- Troubleshoot logic, data, and integration issues
- Lead co-building and implementation review sessions vs. purely passive reviews
- Define and iterate Planning customer profiles and maturity matrices; tailor implementation approaches (advisory vs. full-service vs. self-led) accordingly
- Proactively identify and unblock customer-side risks (data, resourcing, decision bottlenecks) to drive on-time, de-risked go‑lives
- Co-design and maintain the CIQ Planning Implementation & Customer Journey: standardized stages, artifacts, RACI, and a clear "definition of done."
- Own the structured post-implementation Planning journey: 30/60/90-day stabilization, off-season usage plays, and pre-season health checks before each new planning cycle
- Prevent "planning season only" shelfware by designing adoption plays that embed Planning in ongoing revenue operations
- Establish and monitor Planning-specific health signals — plan refresh cadence, off-season logins, admin activity, multi-module usage — and act on them proactively
- Build and maintain a core cohort of referenceable Planning customers; partner with Marketing on case studies and sales references
- Deep understanding of the product roadmap (from enhancements to new features) and ability to tailor relevant roadmap items to each customer at the appropriate times
- Act as the internal voice of the Planning customer to Sales (scoping and expectations), Product (roadmap input), CX and Support (coverage and escalations), and Education/PMM (maturity models and learning paths)
- Stand up and refine Planning metrics and health signals surfaced in Salesforce, ChurnZero, and dashboards
- Support portfolio CSMs and Account Directors on expansion plays: multi-module expansion, adjacent teams (Finance, HR), and broader admin footprint
- Run custom working sessions and tailored demos rooted in each customer's current Planning footprint and data
- Support renewal and commercial conversations with concrete Planning value stories tied to planning cycles and year-round usage
Skills
- 7+ years in B2B SaaS in roles such as Revenue Operations / Sales Strategy / Sales Planning practitioner
- Implementation / Professional Services lead for complex planning or analytics products
- Product specialist or technical CSM for SPM / Planning / RevOps platforms
- Hands-on Sales Planning / RevOps practitioner experience
- Has run or heavily influenced real planning cycles and tools (territories, quotas, capacity, forecasting, performance measurement)
- Hands-on technical fluency
- Configuring complex SaaS tools (ideally Sales Planning, SPM, incentive comp, or adjacent RevOps platforms)
- Comfortable working with data models, logic/business rules, and integrations; able to independently troubleshoot and propose workarounds
- Proven end-to-end implementation ownership
- Scope definition and success criteria
- Discovery, design, and build
- UAT, go-live, and post-go-live stabilization
- Demonstrated methodology-building
- Has built playbooks, checklists, journeys, or support models that other teams adopted and used at scale
- Strategic and consultative skills
- Comfortable being prescriptive based on customer maturity, data readiness, and organizational constraints
- High autonomy and ownership mindset
- Thrives in ambiguous, early-product environments; turns messy problems into structured, repeatable processes
- Executive communication & influence
- Can synthesize complex Planning and product realities into clear narratives for senior RevOps, Sales, and Finance leaders
- Strong cross-functional influence across Sales, Product/EPD, CX, Support, and Education
- Hands-on experience with planning tools such as Anaplan, Pigment, Workday Planning or SPM/ICM platforms such as Xactly, Varicent, or CaptivateIQ
Benefits
- Remote work model
Company Overview