[Remote] Senior Customer Success Manager, Sales Planning

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

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