CaptivateIQ

Vice President – Customer Success

CaptivateIQ

full-time

Posted on:

Location Type: Hybrid

Location: Menlo Park • California, Texas • 🇺🇸 United States

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Salary

💰 $225,000 - $300,000 per year

Job Level

Lead

About the role

  • 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.

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
  • (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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
renewal forecast accuracychurn reductionvalue-led renewalscustomer value journeyhealth scoringrisk frameworkslifecycle analyticsdashboardsforecasting mechanismsmulti-product platform
Soft skills
strategic value orientationstakeholder influenceproduct fluencyearly risk detectioncross-functional orchestrationexecutive presenceownership mindsetcoachingaccountabilityempathy