Vice President, Customer Success

CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. We started by revolutionizing incentive compensation management, and now we're expanding our 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, we empower 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. About the Role CaptivateIQ is seeking a Vice President of Customer Success to lead the next era of 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. This leader will transform our Customer Success organization from an admin‑centric model into a multi‑stakeholder, multi‑product value engine that strengthens adoption depth, broadens executive alignment, and drives durable expansion. The VP will architect the systems, leadership structure, and coaching culture required to scale CS to industry‑leading performance, while ensuring our team operates with clarity, accountability, and commercial rigor. This is a role for a builder and coach - someone who has led Customer Success organizations through scale, complexity, and platform expansion, and who is energized by turning customer insight and product understanding into a clear path to 110%+ NDR. Retention, Renewals & Customer Value Responsibilities 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. Team Leadership & Coaching Responsibilities 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. Operational Excellence & Predictable Execution Responsibilities 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. Product Fluency & Strategic Influence Responsibilities Develop deep expertise in CaptivateIQ’s multi‑product platform, understanding how modules deliver value across Finance, Accounting, RevOps, 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. Customer Listening & Experience Improvement Responsibilities 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. 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 CS operating models, including digital/tech‑touch, enterprise high‑touch, and pooled MM/SMB motions. 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. Benefits Comprehensive Healthcare: 100% coverage for medical, dental, and vision for all FTEs, with roughly 75% coverage for dependents. Flexible Time Off: Flexible vacation days plus quarterly mental health days to ensure you have the space to recharge. Annual Stipends: Dedicated funds for your professional development and caretaking needs. Work Anniversary Bonuses: Annual bonuses to celebrate your milestones and contributions to the CaptivateIQ team that grow as your tenure does. Retirement Savings (US‑Only): A 401(k) plan to help you invest in and secure your future. Premium Tools: The latest Apple hardware to empower you to do your best work. Inclusive Community: Active Employee Resource Groups (ERGs) that celebrate shared identities and support our DEI goals by fostering an environment where diverse talent thrives. $205,000 - $300,000 a year The OTE range in USD represents the minimum and maximum for this position across North America. The OTE offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our OTE is just one component of CaptivateIQ's competitive total rewards package. CaptivateIQ participates in E‑Verify, web‑based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. #J-18808-Ljbffr