Vice President, Customer Success

3 weeks, 1 day ago
Full-time
Executive
Customer and Technical Support
CaptivateIQ

CaptivateIQ

CaptivateIQ is the agile commission solution that simplifies sales expenses and drives business growth with automated data management and real-time earnings visibility.

Internet Software & Services
251-1K
Founded 2017
$165M raised

Description

  • Own renewals, expansion, long-term retention, and value realization across Enterprise, Mid-Market, SMB, and Digital Customer Success motions.
  • Build and execute the roadmap to achieve 110%+ net dollar retention over 24 months through churn reduction and repeatable expansion.
  • Lead the evolution of the Customer Value Journey so customers progress from adoption to ROI realization and modernization.
  • Ensure success plans, QBRs, and executive reviews are grounded in ROI storytelling, multi-persona alignment, and cross-product value creation.
  • Personally lead renewal-critical conversations for strategic accounts and coach leaders on deal strategy, negotiation, and root-cause diagnosis.
  • Build and develop a strong Customer Success leadership team across enterprise, mid-market, SMB, and digital motions.
  • Redesign the Customer Success operating model for scale, including cadences, governance, and cross-functional workflows.
  • Partner with Customer Success Operations to improve health scoring, risk frameworks, lifecycle analytics, dashboards, and forecasting.
  • Translate customer insights into structured feedback loops that inform roadmap prioritization and product strategy.
  • Maintain proactive executive engagement to uncover workflow friction, unmet needs, and opportunities to improve the customer experience.

Requirements

  • 12+ years in post-sales or Customer Success leadership, including 5+ years leading multi-segment organizations in enterprise SaaS.
  • Direct ownership of renewals and expansion quotas with a track record of improving NDR, reducing churn, and driving commercial accountability.
  • Experience designing and scaling Customer Success operating models, including digital/tech-touch, enterprise high-touch, and pooled mid-market/SMB motions.
  • Deep experience leading Customer Success through multi-product expansion and building outcome-based customer engagement frameworks.
  • Strong operational acumen in forecasting, metrics, systems design, and risk management.
  • Executive presence with the ability to coach teams and influence C-suite customers through structured, value-centric storytelling.
  • Demonstrated success partnering across Product, Sales, and Services to deliver integrated customer outcomes.
  • Track record of building high-performing, empowered teams through clarity, accountability, and empathy.
  • Experience working with enterprise SaaS customers across multiple segments is required.
  • Familiarity with multi-product platform environments and customer value measurement is preferred.

Benefits

  • 100% medical, dental, and vision coverage for full-time employees, with about 75% coverage for dependents.
  • Flexible vacation policy plus quarterly mental health days.
  • Annual stipends for professional development and caretaking needs.
  • Annual work anniversary bonuses that increase with tenure.
  • 401(k) retirement savings plan for U.S.-based employees.
  • Latest Apple hardware provided as premium work tools.
  • Active Employee Resource Groups that support inclusion and community.

Interested in this position?

Apply directly on the company website

Apply Now

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