Vice President of Technical Services

Join to apply for the Vice President of Technical Services role at CaptivateIQ
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$/yr – $/yr

Captivate

IQ is transforming the way companies plan, manage, and optimize sales performance. The company began by revolutionizing incentive compensation management and is now expanding its platform to address broader sales planning challenges. Recognized by industry analysts such as Forrester and G2 and backed by top‑tier investors—including Sequoia, ICONIQ, Accel, and Sapphire Ventures—Captivate

IQ empowers 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.

Captivate

IQ seeks a Vice President of Technical Services to unify and lead Professional Services, Technical Support, and Customer Education under one strategy. This newly architected role reports to the SVP of Customer Experience and is central to building a truly self‑service, AI‑powered enterprise platform. The role focuses on revolutionizing customer enablement, onboarding, and product guidance at scale, designing and scaling the next generation of technical service delivery to reduce support dependency, accelerate time‑to‑value, and empower customers to self‑solve with confidence while maintaining world‑class enterprise delivery.

• Austin, TX – Hybrid (in‑office 3 days per week)
• Menlo Park, CA – Hybrid (in‑office 3 days per week)

• 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.

• Overhaul the education program to prioritize embedded, contextual product guidance over static content—replacing 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, 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.

• 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 & Engineering 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—fostering experimentation and innovation.

• 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” problem solving;…