CaptivateIQ
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This range is provided by CaptivateIQ. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $225,000.00/yr - $300,000.00/yr
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 Customer Success to lead the next era of how our customers achieve value - across products, personas, and segments. This executive will own renewals, expansion, long‑term retention, and value realization across Enterprise, Mid‑Market, SMB, and Digital CS motions, guiding customers through a measurable Customer Value Journey that connects adoption to ROI and business impact.
This leader will transform our Customer Success organization from an admin‑centric model into a multi‑stakeholder, multi‑product value engine that strengthens adoption depth, broadens executive alignment, and drives durable expansion. The VP will architect the systems, leadership structure, and coaching culture required to scale CS to industry‑leading performance, while ensuring our team operates with clarity, accountability, and commercial rigor.
This is a role for a builder and coach – someone who has led Customer Success organizations through scale, complexity, and platform expansion, and who is energized by turning customer insight and product understanding into a clear path to 110%+ NDR.
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
Retention, Renewals & Customer Value Responsibilities
Own GRR, NDR, renewal forecast accuracy, and commercial discipline across all customer segments
Build and execute the roadmap to achieve 110%+ NDR over 24 months through churn reduction, value‑led renewals, and repeatable expansion motions
Evolve the Customer Value Journey to ensure CSMs consistently guide customers from adoption to ROI realization to modernization
Ensure success plans, QBRs, and executive reviews are anchored in ROI storytelling, multi‑persona alignment, and cross‑product value creation
Personally lead renewal‑critical conversations for strategic accounts and coach leaders through deal strategy, negotiation, and root‑cause diagnosis
Team Leadership & Coaching Responsibilities
Build and elevate a world‑class CS leadership bench spanning Enterprise, Mid‑Market, SMB, and Digital motions
Create a coaching culture grounded in core competencies: strategic value orientation, stakeholder influence, product fluency, early risk detection, cross‑functional orchestration, executive presence, and ownership mindset
Redefine the CSM profile from reactive account management to consultative business leadership, equipping every team member to guide customers through adoption, ROI, and modernization phases
Establish clear expectations, performance standards, and growth paths that raise organizational maturity and leadership accountability
Operational Excellence & Predictable Execution Responsibilities
Redesign the CS operating model for scale and consistency, defining clear cadences, governance, and cross‑functional workflows
Partner with CS Operations to evolve health scoring, risk frameworks, and lifecycle analytics into predictive systems that identify issues before escalation
Build dashboards and forecasting mechanisms that provide real‑time visibility into adoption, health, and renewal pipelines
Institutionalize disciplined hygiene around success planning, documentation, and risk management to drive repeatable execution across segments
Product Fluency & Strategic Influence Responsibilities
Develop deep expertise in CaptivateIQ’s expanding multi‑product platform, understanding how modules deliver value across Finance, Accounting, RevOps, Sales, and IT
Translate customer insights into structured feedback loops that shape roadmap prioritization
Partner with Product and Engineering to ensure new features directly advance customer outcomes tied to accuracy, efficiency, and visibility
Serve as the internal voice connecting product evolution to customer value creation, ensuring every roadmap decision aligns with measurable outcomes
Customer Listening & Experience Improvement Responsibilities
Maintain proactive executive engagement beyond escalations to understand workflows, friction points, and unmet needs
Use customer insights to drive programmatic improvements in segmentation, enablement, onboarding, and value realization frameworks
Ensure the customer voice is captured systematically and used as a strategic input into business planning and product strategy
Requirements
12+ years in post‑sales or Customer Success leadership, including 5+ years leading multi‑segment organizations in enterprise SaaS
Direct ownership of renewals and expansion quotas with a track record of improving NDR, reducing churn, and driving commercial accountability
Experience designing and scaling CS operating models, including digital/tech‑touch, enterprise high‑touch, and pooled MM/SMB motions
Deep experience leading CS through multi‑product expansion and building outcome‑based customer engagement frameworks
Strong operational acumen in forecasting, metrics, systems design, and risk management
Executive presence with the ability to coach teams and influence C‑suite customers through structured, value‑centric storytelling
Demonstrated success partnering across Product, Sales, and Services to deliver integrated customer outcomes
Track record of building high‑performing, empowered teams through clarity, accountability, and empathy
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 toward 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
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 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.
Seniority level Not Applicable
Employment type Full‑time
Job function Management and Manufacturing
Software Development
#J-18808-Ljbffr
This range is provided by CaptivateIQ. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $225,000.00/yr - $300,000.00/yr
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 Customer Success to lead the next era of how our customers achieve value - across products, personas, and segments. This executive will own renewals, expansion, long‑term retention, and value realization across Enterprise, Mid‑Market, SMB, and Digital CS motions, guiding customers through a measurable Customer Value Journey that connects adoption to ROI and business impact.
This leader will transform our Customer Success organization from an admin‑centric model into a multi‑stakeholder, multi‑product value engine that strengthens adoption depth, broadens executive alignment, and drives durable expansion. The VP will architect the systems, leadership structure, and coaching culture required to scale CS to industry‑leading performance, while ensuring our team operates with clarity, accountability, and commercial rigor.
This is a role for a builder and coach – someone who has led Customer Success organizations through scale, complexity, and platform expansion, and who is energized by turning customer insight and product understanding into a clear path to 110%+ NDR.
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
Retention, Renewals & Customer Value Responsibilities
Own GRR, NDR, renewal forecast accuracy, and commercial discipline across all customer segments
Build and execute the roadmap to achieve 110%+ NDR over 24 months through churn reduction, value‑led renewals, and repeatable expansion motions
Evolve the Customer Value Journey to ensure CSMs consistently guide customers from adoption to ROI realization to modernization
Ensure success plans, QBRs, and executive reviews are anchored in ROI storytelling, multi‑persona alignment, and cross‑product value creation
Personally lead renewal‑critical conversations for strategic accounts and coach leaders through deal strategy, negotiation, and root‑cause diagnosis
Team Leadership & Coaching Responsibilities
Build and elevate a world‑class CS leadership bench spanning Enterprise, Mid‑Market, SMB, and Digital motions
Create a coaching culture grounded in core competencies: strategic value orientation, stakeholder influence, product fluency, early risk detection, cross‑functional orchestration, executive presence, and ownership mindset
Redefine the CSM profile from reactive account management to consultative business leadership, equipping every team member to guide customers through adoption, ROI, and modernization phases
Establish clear expectations, performance standards, and growth paths that raise organizational maturity and leadership accountability
Operational Excellence & Predictable Execution Responsibilities
Redesign the CS operating model for scale and consistency, defining clear cadences, governance, and cross‑functional workflows
Partner with CS Operations to evolve health scoring, risk frameworks, and lifecycle analytics into predictive systems that identify issues before escalation
Build dashboards and forecasting mechanisms that provide real‑time visibility into adoption, health, and renewal pipelines
Institutionalize disciplined hygiene around success planning, documentation, and risk management to drive repeatable execution across segments
Product Fluency & Strategic Influence Responsibilities
Develop deep expertise in CaptivateIQ’s expanding multi‑product platform, understanding how modules deliver value across Finance, Accounting, RevOps, Sales, and IT
Translate customer insights into structured feedback loops that shape roadmap prioritization
Partner with Product and Engineering to ensure new features directly advance customer outcomes tied to accuracy, efficiency, and visibility
Serve as the internal voice connecting product evolution to customer value creation, ensuring every roadmap decision aligns with measurable outcomes
Customer Listening & Experience Improvement Responsibilities
Maintain proactive executive engagement beyond escalations to understand workflows, friction points, and unmet needs
Use customer insights to drive programmatic improvements in segmentation, enablement, onboarding, and value realization frameworks
Ensure the customer voice is captured systematically and used as a strategic input into business planning and product strategy
Requirements
12+ years in post‑sales or Customer Success leadership, including 5+ years leading multi‑segment organizations in enterprise SaaS
Direct ownership of renewals and expansion quotas with a track record of improving NDR, reducing churn, and driving commercial accountability
Experience designing and scaling CS operating models, including digital/tech‑touch, enterprise high‑touch, and pooled MM/SMB motions
Deep experience leading CS through multi‑product expansion and building outcome‑based customer engagement frameworks
Strong operational acumen in forecasting, metrics, systems design, and risk management
Executive presence with the ability to coach teams and influence C‑suite customers through structured, value‑centric storytelling
Demonstrated success partnering across Product, Sales, and Services to deliver integrated customer outcomes
Track record of building high‑performing, empowered teams through clarity, accountability, and empathy
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 toward 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
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 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.
Seniority level Not Applicable
Employment type Full‑time
Job function Management and Manufacturing
Software Development
#J-18808-Ljbffr