CaptivateIQ is transforming the way companies plan, manage, and optimize sales
performance. We started by revolutionizing incentive compensation management,
and now we're expanding our platform to solve broader sales planning challenges.
Recognized by industry analysts like Forrester and G2 and backed by top-tier
investors, including Sequoia, ICONIQ and Accel, we empower high-growth companies
like Netflix, Figma and Stripe with the flexibility and insights needed to drive
revenue
performance.
Join a talented, fast-growing team committed to solving some of the most complex
and impactful problems in sales performance management.
About the Role
CaptivateIQ is seeking a VP of Technical Services to unite and lead the Customer
Education, Professional Services, and Technical Support teams under a singular
strategy. This newly architected role, reporting to the SVP of Customer
Experience, is central to our mission of building a truly self-service,
AI-powered enterprise platform - and to revolutionizing how we deliver customer
enablement, onboarding, and product guidance at scale.
This is not an “operational tweak” role - you’ll be responsible for transforming
how we deliver technical services: reducing support dependency, accelerating
time-to-value, and enabling customers to self-solve with confidence.
Job Location
The candidate selected for this opportunity must reside near one of the
following locations:
Hybrid (in-office 3 days per week)
-
Austin, TX
-
Menlo Park, CA
Remote
-
Raleigh, NC
-
Nashville, TN
-
Toronto, Canada
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Strategy & Innovation Responsibilities
- Innovation: Develop and champion a bold, “next-level” vision for Technical
Services that accelerates CaptivateIQ’s shift toward a fully self-service,
product-led customer journey.
- Strategy: Craft and socialize a multi-year roadmap spanning Customer
Education, Professional Services, and Technical Support, driving convergence
toward digital-first, AI-powered experiences.
- Launch self-service experiences: customer portals, in-product guidance,
AI-assisted support, and scalable implementation templates.
Transformation of Customer Education, Support, and Professional Services
Responsibilities
- Overhaul our education program to prioritize embedded, contextual product
guidance over static content - replace traditional training models with
just-in-time, in-app learning and personalized content delivery.
- Expand self-service capabilities to reduce 1:1 support volume - e.g.,
searchable knowledge bases, diagnostic tooling, and AI-assisted
troubleshooting.
- Define the future of Professional Services by moving beyond standard
implementation delivery to flexible, templatized, and AI-augmented
frameworks.
- Continuously uplevel team members to be strategic and consultative customer
partners, while automating and productizing lower-level transactional tasks.
Operational Excellence & Customer Impact Responsibilities
- Regularly engage with customers, beyond escalation management, to form
long-term relationships with key stakeholders, understand their perspectives,
and serve as an internal voice of the customer.
- Surface recurring product gaps and usage friction through frontline insights
and partner with Product & Eng to influence roadmap priorities.
- Establish, monitor, and continuously evolve KPIs aligned to digital adoption,
reduced ticket volume, faster implementation times, improved NPS, and
tangible customer value realization.
- Instill a culture of curiosity, ownership, and customer obsession across all
Technical Services teams - foster the culture of experimentation and
innovation.
Requirements
- Prior director, senior director, or VP-level experience in post-sales
functions (Professional Services, Customer Education, Technical Support, or
analogous technical/strategy roles), Product leadership, or Strategy Roles
within high-growth SaaS or product-led organizations.
- Demonstrated history of innovation, creative problem-solving, or executing
transformational change, not just incremental improvement, within
customer-facing teams or digital product functions
- Comfort with ambiguity and “blank sheet” problem solving; entrepreneurial
drive; strong internal pitch/advocacy skills.
Nice to Have
- Experience in digital transformation, product management, design thinking
facilitation, or leading AI- or automation-forward initiatives.
Skills & Behaviors
- Visionary leadership: able to articulate and drive a radical new model for
customer enablement and serve as a north star for the team and company.
- Change orchestration: proven ability to transform teams and mindsets, a
champion for experimentation, calculated risk-taking, and celebrating fast
learning cycles.
- Customer-obsessed systems thinking: always grounding decisions in the
realities of diverse customer personas and their end-to-end experience.
- Highly collaborative and influential: excels at working cross-functionally;
inspires action across levels and disciplines.
- Data- and outcome-oriented: comfortable setting, monitoring, and iterating
against ambitious goals.
Benefits
- (US-ONLY) 100% of medical, dental, and vision covered including 75% for
dependents
- Flexible vacation days and quarterly mental health days so you can recharge
- Enjoy a one-time expense on your 1-year work anniversary (to use for travel,
home furnishings, fancy meal)
- Annual stipends for professional development and caretaking
- (US-ONLY) 401k plan to participate in and save towards the future
- Newest Apple products to help you do your best work
- Employee Resource Groups (ERGs) to support and celebrate the shared
identities and life experiences of communities within CaptivateIQ. ERGs
directly support our company-wide DEI goals as a space for developing and
retaining diverse talent
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.
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$225,000 - $300,000 a year
The OTE range in USD represents the minimum and maximum for this position across
North America. The OTE offered for this position will depend on numerous
factors, including individual proficiency, anticipated performance, and the
location of the selected candidate. Our OTE is just one component of
CaptivateIQ's competitive total rewards package.
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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
