高级客户成功经理，销售计划
Senior Customer Success Manager, Sales Planning
我们正在寻找一位具备销售计划经验的高级客户成功经理，为采用CIQ Planning的客户提供战略指导并推动成果。
作为首批销售计划客户成功经理，您将负责CIQ Planning售后生命周期的全流程——从实施到上线，再到持续采用、扩展和成为案例。您将结合深厚的销售计划领域专业知识与经典的大型企业客户成功经理技能，帮助客户以能带来实际收入和运营成果的方式设计、推出并扩展计划。
您将与销售、产品、专业服务、支持和客户体验团队跨职能合作，定义“优秀”计划成功的标准，建立他人将遵循的方法论，并将客户成果转化为路线图输入和收入影响。
CaptivateIQ参与E-Verify系统，这是一个允许注册雇主确认其员工在美国工作资格的在线系统。
职责
实施治理
- 与专业服务团队协作，定义并执行明确的实施里程碑和退出标准，包括：
- 文档化的用例和范围签字确认
- 数据准备和集成满足第一轮和下一轮的需求
- 模型验证（区域、配额、产能）符合客户流程
- 管理员赋能和技能转移（客户可自主进行第二/第三轮）
- “下一季操作手册”，包含明确的责任和时间表
- 支持专业服务和合作伙伴构建者进行计划配置监督：
- 解决逻辑、数据和集成问题
- 领导共同构建和实施评审会议，而非仅被动评审
- 定义并迭代计划客户档案和成熟度矩阵；根据情况调整实施方法（咨询式、全服务式或自建式）
- 主动识别并解决客户侧的风险（数据、资源、决策瓶颈），确保按时、低风险上线
方法论与生命周期管理
- 共同设计并维护CIQ计划实施与客户旅程：标准化阶段、交付物、责任分配矩阵和明确的“完成标准”
- 负责结构化的售后计划旅程：30/60/90天稳定期、非旺季使用策略，以及每个新计划周期前的健康检查
- 防止“仅在计划季使用”的软件闲置，通过设计采用策略将计划嵌入持续的营收运营中
- 建立并监控客户成功指标，确保客户实现预期价值
查看英文原文
We're looking for a strategic, Sales Planning-savvy Senior CSM to serve as the trusted advisor and outcomes driver for customers adopting CIQ Planning.
As the founding Sales Planning CSM, you'll own the CIQ Planning post-sales lifecycle end-to-end — from implementation through go-live, to ongoing adoption, expansion, and reference ability. You'll combine deep Sales Planning domain expertise with classic Enterprise CSM skills to help customers design, launch, and scale Planning in a way that drives real revenue and operational outcomes.
You'll work cross-functionally with Sales, Product, Professional Services, Support, and CX to define what "great" Planning success looks like, build the methodology others will follow, and turn customer results into roadmap input and revenue impact.
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
Responsibilities
Implementation Governance
- 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.
Methodology & Lifecycle Ownership
- 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
Cross Functional Influence
- 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
Revenue Impact
- 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
Requirements (What You’ll Bring)
- 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.
- Bonus: hands-on experience with planning tools such as Anaplan, Pigment, Workday Planning or SPM/ICM platforms such as Xactly, Varicent, or CaptivateIQ
Notice for 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.