OverviewCaptivateIQ 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 RoleCaptivateIQ 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 LocationThe candidate selected for this opportunity must reside near one of the following locations:Hybrid (in-office 3 days per week): Austin, TXRemote: Raleigh, NC; Nashville, TN; Toronto, CanadaStrategy & Innovation ResponsibilitiesInnovation: Develop and champion a bold, "next-level" vision for Technical Services that accelerates CaptivateIQ's shift toward a fully self-service, product-led customer journeyStrategy: Craft and socialize a multi-year roadmap spanning Customer Education, Professional Services, and Technical Support, leveraging digital-first, AI-powered experiences to drive scaleLaunch self-service experiences: customer portals, in-product guidance, AI-assisted support, and scalable implementation templatesTransformation Of Customer Education, Support, And Professional Services ResponsibilitiesOverhaul 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 deliveryExpand self-service capabilities to reduce 1:1 support volume - e.g., searchable knowledge bases, diagnostic tooling, and AI-assisted troubleshootingDefine the future of Professional Services by moving beyond standard implementation delivery to flexible, templatized, and AI-augmented frameworksContinuously uplevel team members to be strategic and consultative customer partners, while automating and productizing lower-level transactional tasksOperational Excellence & Customer Impact ResponsibilitiesEnsure rigor and leadership-level visibility of project health and status, risks, pipeline and resourcing visibilityRegularly 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 customerSurface recurring product gaps and usage friction through frontline insights and partner with Product & Eng to influence roadmap prioritiesEstablish, monitor, and continuously evolve KPIs aligned to digital adoption, reduced ticket volume, faster implementation times, improved CSAT, and tangible customer value realizationInstill a culture of curiosity, ownership, and customer obsession across all Technical Services teams - foster the culture of experimentation and innovationRequirementsPrior 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 productDemonstrated history of innovation, creative problem-solving, or executing transformational change, not just incremental improvement, within customer-facing teams or digital product functionsComfort with ambiguity and "blank sheet" problem solving; entrepreneurial drive; strong internal pitch/advocacy skillsVisionary leadership: able to articulate and drive a radical new model for customer enablement and serve as a north star for the team and companyChange orchestration: proven ability to transform teams and mindsets, a champion for experimentation, calculated risk-taking, and celebrating fast learning cyclesCustomer-obsessed systems thinking: always grounding decisions in the realities of diverse customer personas and their end-to-end experienceDeep operational strength with an innovative, systems-thinking mindsetNice to HaveExperience in digital transformation, product management, design thinking facilitation, or leading AI- or automation-forward initiativesBenefitsComprehensive Healthcare: 100% coverage for medical, dental, and vision for all FTEs, with roughly 75% coverage for dependentsFlexible Time Off: Flexible vacation days plus quarterly mental health days to ensure you have the space to rechargeAnnual Stipends: Dedicated funds for your professional development and caretaking needsWork Anniversary Bonuses: Annual bonuses to celebrate your milestones and contributions to the CaptivateIQ team that grow as your tenure doesRetirement Savings (US-Only): A 401(k) plan to help you invest in and secure your futurePremium Tools: The latest Apple hardware to empower you to do your best workInclusive Community: Active Employee Resource Groups (ERGs) that celebrate shared identities and support our DEI goals by fostering an environment where diverse talent thrivesNotice for Prospective CandidatesOnly emails from @ should be trustedWe 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 @, @, @, etcMake an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technologyAsk candidates to cash checks to buy equipment on behalf of CaptivateIQAsk candidates to make a payment in order to be considered for a positionMake early requests for candidates/' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etcPlease note that we'll only ask for more sensitive personal information in connection with background checks after an offer is madeCaptivateIQ 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. #J-18808-Ljbffr
Job Title
Vice President of Technical Services