Vice President, Customer Success

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.

Notice for Prospective Candidates

• Only emails from @captivateiq.com should be trusted.
We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:
• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
• Ask candidates to make a payment in order to be considered for a position.
• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
• Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.