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ExecutiveFull-timeGoRustReactRESTAIFigmaGit
Salary Range
$225,000 - $300,000 /year
About the Role
CaptivateIQ is seeking a Vice President of Customer Success to lead the next era of customer value achievement 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.
Key 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 and value-led renewals
- →Evolve the Customer Value Journey to ensure CSMs consistently guide customers from adoption to ROI realization
- →Build and elevate a world-class CS leadership bench spanning Enterprise, Mid-Market, SMB, and Digital motions
- →Redesign the CS operating model for scale and consistency with clear cadences and governance
- →Develop deep expertise in CaptivateIQ’s expanding multi-product platform and translate customer insights into feedback loops
- →Maintain proactive executive engagement to understand workflows, friction points, and unmet needs
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 track record of improving NDR and reducing churn
- ✓Experience designing and scaling CS operating models including digital/tech-touch and enterprise high-touch motions
- ✓Deep experience leading CS 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 ability to coach teams and influence C-suite customers through 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
- ★100% of medical, dental, and vision covered including 75% for dependents
- ★Flexible vacation days and quarterly mental health days
- ★One-time expense on 1-year work anniversary for travel, home furnishings, or meals
- ★Annual stipends for professional development and caretaking
- ★401k plan to save towards the future
- ★Newest Apple products to help you do your best work
- ★Employee Resource Groups to support and celebrate shared identities and life experiences
