Senior Customer Success Manager, Sales Planning

Job description

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. ### 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.