Senior Support Engineer - Toronto
•OpenAI· 4h
🎧 Support⏰ Full-time⭐ Senior🇨🇦 Canada
4h ago
Captivateiq·about 5 hours ago
We’re looking for a Senior Commercial Customer Success Manager to join our high-growth team as a strategic orchestrator. This isn't a check-the-box position; you will lead a dynamic portfolio of 45–55 accounts, acting as a trusted partner to navigate complex organizations from technical admins to the C-suite. As a senior member of the Commercial team, you'll be trusted to run multi-quarter value programs with minimal oversight, and you'll set the bar for the team by sharing strategies, wins, and playbooks that raise the level of the whole org.
By blending data-driven storytelling with sharp commercial execution, you will drive measurable business transformation, adoption, and expansion. You'll independently run the majority of escalation and risk motions — looping in leadership with clear context rather than needing their direction — and you'll negotiate renewals with principled, give/get tradeoffs rather than reflexive discounts. You’ll be empowered to deploy AI agents to automate manual workflows, allowing you to scale your impact and focus on high-value strategy. We value disciplined, team-first individuals ready to leverage modern tools to redefine the industry standard.
If you’re passionate about helping customers achieve their goals and can navigate from comp admin to CFO, this role is for you.
Own your book of business: Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio, with a success KO and value map in place for every new account within 60 days.
Champion customer outcomes: Build and execute multi-quarter success plans that directly link platform use cases and adoption milestones to measurable, quantifiable value — anticipating what's next and keeping stakeholders and execs aligned as strategy shifts.
Tell the customer story: Lead QBRs, executive briefings, and business reviews that tell a data-driven value story, tying product value to business impact and influencing renewal and expansion decisions.
Lead commercial conversations: Run structured renewal and expansion strategy end-to-end — identifying expansion signals tied to new use cases or modules, negotiating with principled give/get tradeoffs rather than reflexive discounting, and building business cases that link customer value to commercial impact.
Forecast with precision: Own full accountability for retention, expansion, and forecast accuracy within your portfolio — presenting accurate weekly forecasts, "calling your shot" on renewal outcomes, and consistently delivering on targets.
Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives — partnering with stakeholders across Finance, RevOps, HR, and Sales to align CaptivateIQ to their strategic initiatives, tailoring communication to each audience, and driving in-person onsites where it matters most.
Operate with ownership: Run the majority of escalation and risk motions without manager assistance — proactively managing and mitigating churn risk, surfacing clear context and proposed actions to leadership, and delivering predictable follow-through.
Advocate internally: Serve as a voice of the customer with Product & Engineering, synthesizing and surfacing customer product feedback through structured voice-of-customer insights.
Collaborate cross-functionally: Partner with Professional Services, Support, and Product to align on solutions and ensure a seamless customer experience.
Become a product and domain expert: Understand how our platform works and how it delivers value, building domain expertise in incentive compensation and sales performance management so you can act as a true strategic partner and trusted advisor — bridging business and technical discussions and guiding customers through complex workflows and integrations.
Raise the bar for the team: Spot patterns across accounts, surface insights that improve processes, and take the lead in sharing strategies, wins, and success playbooks with peers — serving as a go-to resource on the team.
Drive operational excellence by integrating AI into your daily motion — from running agents that automate common tasks to using LLMs for deep-dive account queries and predictive health monitoring.
5+ years of progressive experience in Customer Success, Account Management, or similar SaaS role, with a track record of operating at a senior or advanced individual-contributor level.
Proven success driving measurable customer outcomes and results in a high-volume, high-value customer portfolio — prioritizing effectively across varied needs and engagement levels.
Strong commercial acumen — experienced running structured renewal and expansion strategy end-to-end, negotiating principled give/get tradeoffs, and balancing customer advocacy with business goals.
Strong executive presence and consultative storytelling skills - able to frame technical and financial narratives for C-suite audiences (CFO, CRO, or RevOps) and senior stakeholders.
Strategic, curious, and customer-centric mindset — focused on long-term outcomes, not transactional check-ins.
Strong operational rigor: documentation, forecasting, and account planning come naturally to you.
Demonstrated ability to operate with minimal oversight — running escalations independently and proactively sharing wins, strategies, and playbooks that help raise the bar for peers.
Demonstrated technical curiosity and comfort engaging on product architecture, integrations, and workflow automation (you don’t need to code, but you lean in to understand).
Experience supporting Incentive Compensation Management (ICM), Sales Performance Management (SPM), or complex Fintech/Accounting solutions; ideally with direct experience navigating the Office of the CFO and Revenue personas.
Proficiency with popular CRMs (e.g., Salesforce) and Customer Success platforms (e.g., ChurnZero).
Informal mentoring, enablement, or process-improvement experience — e.g., onboarding teammates, building a playbook, or leading a working group — even if not in a formal people-management capacity.