Vice President of Customer Success

Vice President of Customer Success – CaptivateIQ

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IQ.

Base pay range: $/yr – $/yr.

Captivate

IQ is transforming how companies plan, manage, and optimize sales performance, starting with incentive compensation management and expanding to broader sales planning challenges. Recognized by Forrester, G2, and backed by Sequoia, Iconiq, Accel, and Sapphire Ventures; we empower high‑growth companies like Netflix, Figma, and Stripe with flexibility and insights to drive revenue performance.

Captivate

IQ is seeking a Vice President of Customer Success to lead 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.

Hybrid (in‑office 3 days per week) near Austin, TX or Menlo Park, CA.

• 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 Captivate
  
  IQ’s expanding multi‑product platform across Finance, Accounting, Rev Ops, 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.

• 12+ years in post‑sales or Customer Success leadership, including 5+ years…