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, Accel, and Sapphire Ventures, 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 Vice President of Technical Services to unify and lead Professional Services, Technical Support, and Customer Education under one 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 leader will design and scale the next generation of technical service delivery: reducing support dependency, accelerating time-to-value, and enabling customers to self-solve with confidence, while maintaining world-class enterprise delivery.

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

Remote

Raleigh, NC
Nashville, TN
Toronto, Canada

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, leveraging digital-first, AI-powered experiences to drive scale
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

Ensure rigor and leadership-level visibility of project health and status, risks, pipeline and resourcing visibility
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 CSAT, 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 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 organizations with a technical product
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
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
Deep operational strength with an innovative, systems-thinking mindset

Nice to Have

Experience in digital transformation, product management, design thinking facilitation, or leading AI- or automation-forward initiatives

Benefits

Comprehensive Healthcare: 100% coverage for medical, dental, and vision for all FTEs, with roughly 75% coverage for dependents
Flexible Time Off: Flexible vacation days plus quarterly mental health days to ensure you have the space to recharge
Annual Stipends: Dedicated funds for your professional development and caretaking needs
Work Anniversary Bonuses: Annual bonuses to celebrate your milestones and contributions to the CaptivateIQ team that grow as your tenure does
Retirement Savings (US-Only): A 401(k) plan to help you invest in and secure your future
Premium Tools: The latest Apple hardware to empower you to do your best work
Inclusive Community: Active Employee Resource Groups (ERGs) that celebrate shared identities and support our DEI goals by fostering an environment where diverse talent thrives

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

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

The OTE range represents the minimum and maximum for this position across North America. For candidates in Canada, the range is $308,000-$378,000 CAD. 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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Vice President of Technical Services