CaptivateIQ
Overview
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, 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 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 a 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 One-time expense on your 1-year work anniversary for travel, home furnishings, or a 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 diverse talent and DEI goals Notice for Prospective Candidates
Only emails from @captivateiq.com should be trusted We are aware of active recruitment scams using the CaptivateIQ name. We will never do the following: Correspond with a candidate using a free web-based account (e.g., @gmail.com, @yahoo.com, @hotmail.com) Make an offer of employment without multiple rounds of interviews via secure video conferencing Ask candidates to cash checks to buy equipment for CaptivateIQ Ask candidates to make a payment to be considered for a position Ask for sensitive personal information (date of birth, passport details, credit card numbers, bank details, SSN, etc.) We’ll only ask for more sensitive information in connection with background checks after an offer is made CaptivateIQ participates in E-Verify, a web-based system that allows employers to confirm the eligibility of employees to work in the United States The OTE range represents the minimum and maximum for this position across North America and depends on proficiency, performance, and location. OTE is one component of CaptivateIQ's total rewards package. Seniority level
Not Applicable Employment type
Full-time Job function
Other Industries: Software Development Referrals increase your chances of interviewing at CaptivateIQ by 2x
#J-18808-Ljbffr
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, 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 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 a 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 One-time expense on your 1-year work anniversary for travel, home furnishings, or a 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 diverse talent and DEI goals Notice for Prospective Candidates
Only emails from @captivateiq.com should be trusted We are aware of active recruitment scams using the CaptivateIQ name. We will never do the following: Correspond with a candidate using a free web-based account (e.g., @gmail.com, @yahoo.com, @hotmail.com) Make an offer of employment without multiple rounds of interviews via secure video conferencing Ask candidates to cash checks to buy equipment for CaptivateIQ Ask candidates to make a payment to be considered for a position Ask for sensitive personal information (date of birth, passport details, credit card numbers, bank details, SSN, etc.) We’ll only ask for more sensitive information in connection with background checks after an offer is made CaptivateIQ participates in E-Verify, a web-based system that allows employers to confirm the eligibility of employees to work in the United States The OTE range represents the minimum and maximum for this position across North America and depends on proficiency, performance, and location. OTE is one component of CaptivateIQ's total rewards package. Seniority level
Not Applicable Employment type
Full-time Job function
Other Industries: Software Development Referrals increase your chances of interviewing at CaptivateIQ by 2x
#J-18808-Ljbffr