CaptivateIQ
Vice President of Customer Success – CaptivateIQ
Join to apply for the Vice President of Customer Success role at CaptivateIQ.
Base pay range: $225,000.00/yr – $300,000.00/yr.
CaptivateIQ is transforming how companies plan, manage, and optimize sales performance, starting with incentive compensation management and expanding to broader sales planning challenges. Recognized by Forrester, G2, and backed by Sequoia, Iconiq, Accel, and Sapphire Ventures; we empower high‑growth companies like Netflix, Figma, and Stripe with flexibility and insights to drive revenue performance.
About The Role CaptivateIQ is seeking a Vice President of Customer Success to lead 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.
Job Location Hybrid (in‑office 3 days per week) near Austin, TX or 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 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
100% of medical, dental, and vision covered (75% for dependents) – US‑only.
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.
401(k) plan participation – US‑only.
Newest Apple products for high‑quality work.
Employee Resource Groups (ERGs) supporting DEI goals.
Notice for Prospective Candidates
Only emails from @captivateiq.com should be trusted.
We will never correspond using a free web‑based email account, or offer employment without multiple face‑to‑face interviews via secure video‑conferencing.
We will never ask you to cash checks to buy equipment or make payments to be considered for a position.
We will not request early personal information such as date of birth, passport, credit card details, bank details, or social security number.
Please note we’ll only ask for more sensitive information after an offer has been made.
CaptivateIQ participates in E‑Verify.
We may use artificial intelligence tools to support parts of the hiring process, but final hiring decisions are made by humans.
Seniority level Not applicable.
Employment type Full‑time.
Job function Management and Manufacturing.
Industries Software Development.
Referrals increase your chances of interviewing at CaptivateIQ by 2x.
Get notified about new Vice President of Customer Success jobs in Austin, TX.
#J-18808-Ljbffr
Base pay range: $225,000.00/yr – $300,000.00/yr.
CaptivateIQ is transforming how companies plan, manage, and optimize sales performance, starting with incentive compensation management and expanding to broader sales planning challenges. Recognized by Forrester, G2, and backed by Sequoia, Iconiq, Accel, and Sapphire Ventures; we empower high‑growth companies like Netflix, Figma, and Stripe with flexibility and insights to drive revenue performance.
About The Role CaptivateIQ is seeking a Vice President of Customer Success to lead 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.
Job Location Hybrid (in‑office 3 days per week) near Austin, TX or 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 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
100% of medical, dental, and vision covered (75% for dependents) – US‑only.
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.
401(k) plan participation – US‑only.
Newest Apple products for high‑quality work.
Employee Resource Groups (ERGs) supporting DEI goals.
Notice for Prospective Candidates
Only emails from @captivateiq.com should be trusted.
We will never correspond using a free web‑based email account, or offer employment without multiple face‑to‑face interviews via secure video‑conferencing.
We will never ask you to cash checks to buy equipment or make payments to be considered for a position.
We will not request early personal information such as date of birth, passport, credit card details, bank details, or social security number.
Please note we’ll only ask for more sensitive information after an offer has been made.
CaptivateIQ participates in E‑Verify.
We may use artificial intelligence tools to support parts of the hiring process, but final hiring decisions are made by humans.
Seniority level Not applicable.
Employment type Full‑time.
Job function Management and Manufacturing.
Industries Software Development.
Referrals increase your chances of interviewing at CaptivateIQ by 2x.
Get notified about new Vice President of Customer Success jobs in Austin, TX.
#J-18808-Ljbffr