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CaptivateIQ · 1 month ago

Vice President of Customer Success

Austin, TX

Full-time

Hybrid

Director/Executive

$225K/yr - $300K/yr

12+ years exp

CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. The Vice President of Customer Success will lead the organization in driving customer value, focusing on renewals, expansion, and long-term retention across various customer segments.

Data IntegrationManagement Information SystemsSaaSSalesSoftware

Growth Opportunities

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

Qualification

Customer Success leadershipRenewalsExpansion quotasCS operating modelsOperational acumenMulti-product expansionExecutive presenceCoaching teamsStakeholder influenceCross-functional orchestrationEmpathy

Required

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