Vice President of Technical Services

Join to apply for the Vice President of Technical Services role at Captivate

IQ.

Base pay range

$/yr - $/yr

Captivate

IQ is transforming the way companies plan, manage, and optimize sales performance. We started by revolutionizing incentive compensation management, and now we're expanding our platform to solve broader sales planning challenges. Recognized by industry analysts like Forrester and G2 and backed by top‑tier investors, including Sequoia, ICONIQ, Accel, and Sapphire Ventures, we empower high‑growth companies like Netflix, Figma, and Stripe with the flexibility and insights needed to drive revenue performance.

Join a talented, fast‑growing team committed to solving some of the most complex and impactful problems in sales performance management.

About

The Role

Captivate

IQ is seeking a Vice President of Technical Services to unify and lead Professional Services, Technical Support, and Customer Education under one 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 leader will design and scale the next generation of technical service delivery: reducing support dependency, accelerating time‑to‑value, and enabling customers to self‑solve with confidence, while maintaining world‑class enterprise delivery.

Job Location

Hybrid (in‑office 3 days per week)

• Austin, TX

• Menlo Park, CA

Strategy & Innovation Responsibilities

• Develop and champion a bold, “next‑level” vision for Technical Services that accelerates Captivate

IQ’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, leveraging digital‑first, AI‑powered experiences to drive scale.

• 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

• Ensure rigor and leadership‑level visibility of project health and status, risks, pipeline and resourcing visibility.

• 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 CSAT, 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 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 organizations with a technical product.

• 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”…