Vice President of Customer Success

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This range is provided by Captivate

IQ. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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 Customer Success to lead the next era of how our customers achieve value - across products, personas, and segments. This executive will own renewals, expansion, long‑term retention, and value realization across Enterprise, Mid‑Market, SMB, and Digital CS motions, guiding customers through a measurable Customer Value Journey that connects adoption to ROI and business impact.

This leader will transform our Customer Success organization from an admin‑centric model into a multi‑stakeholder, multi‑product value engine that strengthens adoption depth, broadens executive alignment, and drives durable expansion. The VP will architect the systems, leadership structure, and coaching culture required to scale CS to industry‑leading performance, while ensuring our team operates with clarity, accountability, and commercial rigor.

This is a role for a builder and coach – someone who has led Customer Success organizations through scale, complexity, and platform expansion, and who is energized by turning customer insight and product understanding into a clear path to 110%+ NDR.

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

Retention, Renewals & Customer Value 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

Team Leadership & Coaching Responsibilities

• 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

Operational Excellence & Predictable Execution Responsibilities

• 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…