VP of Technical Services
Austin, Texas / Raleigh, North Carolina / Nashville, Tennessee / Toronto / Menlo Park, California
Customer Experience – Customer Experience Leadership /
Full-time /
Remote
CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It's time to rethink ROI - your return on incentives - with CaptivateIQ.
With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to improve their return on incentives and sales planning.
About the Role
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.
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
Remote
- Raleigh, NC
- Nashville, TN
- Toronto, Canada
Strategy & Innovation Responsibilities
- Innovation: 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.
- Strategy: 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.
Transformation of Customer Education, Support, and Professional Services Responsibilities
- 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.
Operational Excellence & Customer Impact Responsibilities
- 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.
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 Have
- Experience in digital transformation, product management, design thinking facilitation, or leading AI- or automation-forward initiatives.
Skills & Behaviors
- Visionary leadership: able to articulate and drive a radical new model for customer enablement and serve as a north star for the team and company.
- Change orchestration: proven ability to transform teams and mindsets, a champion for experimentation, calculated risk-taking, and celebrating fast learning cycles.
- Customer-obsessed systems thinking: always grounding decisions in the realities of diverse customer personas and their end-to-end experience.
- Highly collaborative and influential: excels at working cross-functionally; inspires action across levels and disciplines.
- Data- and outcome-oriented: comfortable setting, monitoring, and iterating against ambitious goals.
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
Notice for Prospective Candidates
- Only emails from @captivateiq.com should be trusted.
- 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.
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:
$225,000 - $300,000 a year
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.
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
