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Enterprise Customer Success Manager, Strategic

Skills:

Job Description

Posted on
:
June 27, 2025

Company Overview

We’ve partnered with a leading SaaS platform that specializes in loyalty and referral program software, supporting e-commerce and omnichannel brands in acquiring new customers and maximizing their customer lifetime value. Their platform provides seamless integrations, customizable templates, and real-time analytics to enhance marketing campaigns.

Role Overview

Our client is seeking an experienced and self-driven Enterprise Customer Success Manager to lead loyalty and referral strategy for approximately 30 enterprise-level accounts. This high-impact role involves partnering with innovative brands in e-commerce, aligning the platform with their customer acquisition and retention goals.

Responsibilities

  • Manage a portfolio of around 30 high-value enterprise accounts, ensuring successful implementation and optimization of loyalty and referral programs.
  • Develop strong relationships with senior stakeholders, acting as a trusted advisor who understands their goals and champions long-term value creation.
  • Collaborate cross-functionally with Sales, Product, and Marketing to drive customer satisfaction and program adoption.
  • Utilize performance data and behavioral insights to identify opportunities for expansion and program enhancements.
  • Conduct quarterly business reviews and strategic planning sessions to align on performance outcomes and growth prospects.
  • Travel occasionally (~10%) for client visits and conferences.

Requirements

  • 3–5 years of experience in a SaaS environment, ideally in marketing technology or customer engagement platforms.
  • Proven track record of managing enterprise-level accounts, driving adoption, retention, and successful customer outcomes.
  • Strong communication and relationship-building skills, capable of influencing and aligning cross-functional teams.
  • Experience leading executive-level conversations and aligning senior stakeholders around long-term value.
  • Analytical mindset with expertise in performance data and insights.
  • Experience with a strategic partner in the marketing technology space is preferred.
  • Negotiation and objection handling skills, focused on crafting win-win pricing strategies that foster retention and growth.

Compensation & Benefits

  • Base Salary: $110,000/year
  • On-Target Earnings (OTE) Bonus: $10,000/year
  • Healthcare and 401k options available.

Hiring Process

The hiring process is designed to ensure a mutual fit, consisting of:

  1. Initial screening interview.
  2. 1:1 meetings with members of the Customer Success and supporting teams to assess alignment.
  3. Completion of a case study to demonstrate problem-solving and strategic thinking abilities.

Location

This position is open to candidates based in the United States. Please note that the company does not currently offer visa sponsorship.

Apply Now

Lead Recruiter

Katie Ostrander

Email

kostrander@captivatetalent.com

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