VP of Technical Services

CaptivateIQ • Nashville, TN

111d • $225,000 - $300,000

About The Position

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.

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 Haves

• Experience in digital transformation, product management, design thinking facilitation, or leading AI- or automation-forward initiatives.

Responsibilities

• 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.
• 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.
• 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.
• 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 the culture of experimentation and innovation.

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 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
• Number of Employees: 251-500 employees