Senior Vice President, Revenue Operations
Litmos
Vice President, Technical Services
CaptivateIQ
full-time
Posted on:
Origin: • 🇺🇸 United States • California, North Carolina, Tennessee
Visit company websiteSalary
💰 $225,000 - $300,000 per year
Job Level
Lead
About the role
- 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.
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.
