Vice President of Customer Success

CaptivateIQ • Austin, TX

10d • $225,000 - $300,000 • Hybrid

About The Position

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.

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.

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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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 towards 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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 251-500 employees