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Vice President of Technical Services

2 months, 2 weeks ago
United States, Canada
Full-time
Executive
Program Manager
Project and Program Management
Apply Now
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
View All Jobs 23

Description

  • Develop and champion a forward-looking technical services vision that supports a self-service, product-led customer journey.
  • Create and socialize a multi-year roadmap across Customer Education, Professional Services, and Technical Support.
  • Launch scalable self-service experiences such as customer portals, in-product guidance, AI-assisted support, and implementation templates.
  • Redesign customer education to emphasize embedded, contextual product guidance and just-in-time learning.
  • Expand self-service capabilities with searchable knowledge bases, diagnostic tooling, and AI-assisted troubleshooting.
  • Redefine Professional Services delivery using flexible, templatized, and AI-augmented frameworks.
  • Coach and elevate team members to serve as strategic and consultative customer partners.
  • Monitor project health, risks, pipeline, and resourcing with executive-level visibility.
  • Engage with customers to build long-term relationships, understand their needs, and represent the voice of the customer internally.
  • Partner with Product and Engineering to surface product gaps, reduce friction, and influence roadmap priorities.
  • Define and track KPIs tied to digital adoption, ticket reduction, implementation speed, CSAT, and customer value realization.
  • Build a culture of curiosity, ownership, customer obsession, experimentation, and innovation across Technical Services.

Requirements

  • Prior VP-level experience in post-sales functions, product leadership, or strategy roles within a high-growth SaaS company with a technical product.
  • Demonstrated success leading innovation, creative problem-solving, or transformational change in customer-facing teams or digital product functions.
  • Comfort with ambiguity and blank-sheet problem solving.
  • Strong internal pitch, advocacy, and stakeholder-influence skills.
  • Visionary leadership with the ability to define and drive a new model for customer enablement.
  • Proven ability to orchestrate change, shift team mindsets, and encourage experimentation and fast learning cycles.
  • Customer-obsessed systems thinking grounded in diverse customer personas and end-to-end experience.
  • Deep operational strength with an innovative, systems-thinking mindset.
  • Experience in digital transformation, product management, design thinking facilitation, or leading AI- or automation-focused initiatives (preferred).
  • Must reside near Austin, TX; Raleigh, NC; Nashville, TN; or Toronto, Canada, with hybrid in-office expectations for Austin.

Benefits

  • $225,000–$330,000 annual OTE in North America, or $308,000–$378,000 CAD for Canada.
  • 100% medical, dental, and vision coverage for full-time employees, with about 75% coverage for dependents.
  • Flexible vacation time 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 for work.
  • Active employee resource groups and an inclusive community environment.

Interested in this position?

Apply directly on the company website

Apply Now

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