Vice President of Technical Services

Location: Remote Department: Customer Experience – Customer Experience Leadership Employment Type: Full-time Work Arrangement: Remote

Company Overview

CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. Initially revolutionizing incentive compensation management, the company is expanding its 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, CaptivateIQ empowers high-growth companies such as Netflix, Figma, and Stripe with flexibility and insights to drive revenue performance.

About the Role

CaptivateIQ is seeking a Vice President of Technical Services to unify and lead Professional Services, Technical Support, and Customer Education under one strategy. Reporting to the SVP of Customer Experience, this newly architected role 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. The leader will design and scale next-generation technical service delivery aimed at reducing support dependency, accelerating time-to-value, and enabling customers to self-solve confidently while maintaining world-class enterprise delivery.

Job Location

Fully remote opportunity.

Strategy & Innovation Responsibilities

Develop and champion a bold vision for Technical Services that accelerates CaptivateIQ’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.
Leverage digital-first, AI-powered experiences to drive scale.
Launch self-service experiences including customer portals, in-product guidance, AI-assisted support, and scalable implementation templates.

Transformation of Customer Education, Support, and Professional Services Responsibilities

Overhaul education programs 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, AI-assisted troubleshooting).
Define the future of Professional Services by moving beyond standard implementation delivery to flexible, templatized, AI-augmented frameworks.
Continuously uplevel team members to be strategic and consultative customer partners while automating lower-level transactional tasks.

Operational Excellence & Customer Impact Responsibilities

Ensure rigor and leadership-level visibility of project health/status, risks, pipeline and resourcing visibility.
Engage regularly with customers beyond escalation management to build long-term relationships with key stakeholders.
Surface recurring product gaps and usage friction through frontline insights; partner with Product & Engineering teams to influence roadmap priorities.
Establish and evolve KPIs aligned with digital adoption, reduced ticket volume, faster implementation times,

improved CSAT (Customer Satisfaction), and tangible customer value realization.

Instill a culture of curiosity,

ownership, customer obsession; foster experimentation and innovation across all Technical Services teams.

Requirements

Prior VP-level experience in post-sales functions (Professional Services,

Customer Education, Technical Support), Product leadership or Strategy roles within high-growth SaaS organizations with technical products.

Demonstrated history of innovation or transformational change within customer-facing teams or digital product functions.
Comfort with ambiguity; entrepreneurial drive; strong internal pitch/advocacy skills.
Visionary leadership capable of articulating a radical new model for customer enablement.
Proven ability in change orchestration: transforming teams/mindsets; championing experimentation; calculated risk-taking; celebrating fast learning cycles.
Customer-obsessed systems thinking grounded in diverse customer personas’ end-to-end experience.
Deep operational strength combined with an innovative systems-thinking mindset.

Nice to Have

Experience in digital transformation initiatives.
Product management experience.
Design thinking facilitation skills.
Leading AI or automation-forward initiatives.

Benefits

Comprehensive Healthcare: 100% coverage for medical/dental/vision for all full-time employees; ~75% coverage for dependents.
Flexible Time Off: Flexible vacation plus quarterly mental health days.
Annual Stipends: Funds for professional development and caretaking needs.
Work Anniversary Bonuses: Annual bonuses growing with tenure.
Retirement Savings (US only): 401(k) plan available.
Premium Tools: Latest Apple hardware provided.
Inclusive Community: Active Employee Resource Groups supporting diversity & inclusion goals.

Notice for Prospective Candidates

Only emails from @captivateiq.com should be trusted. The company warns about recruitment scams posing as CaptivateIQ recruiters using free web-based email accounts or making fake job offers. CaptivateIQ will never:

Use free email accounts like @gmail.com or @yahoo.com for correspondence.
Make employment offers without multiple rounds of interviews via secure video conferencing.
Ask candidates to cash checks or make payments on behalf of CaptivateIQ.
Request early personal information such as date of birth or social security number before an offer is made.

Sensitive personal information is requested only after an offer during background checks.

Compensation

Salary range: $225,000 - $330,000 USD per year (OTE) across North America. For candidates in Canada: $308,000–$378,000 CAD. OTE depends on proficiency, anticipated performance & candidate location. This is part of CaptivateIQ's competitive total rewards package.

Additional Information

CaptivateIQ participates in E-Verify for employment eligibility verification in the United States. AI tools may be used during hiring processes for application review but final decisions are made by humans. Contact the company for more information on data processing related to hiring.