Vice President of Customer Success, CaptivateIQ
$205-300k
OTE
Commission management platform
Job no longer available
Commission management platform
201-500 employees
Job no longer available
$205-300k
OTE
201-500 employees
Company mission
To bring joy and transparency to sales performance management.
Role
Who you are
- 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
- 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
- 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 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
What the job involves
- 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
- 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
- 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
- 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
- Develop deep expertise in CaptivateIQ’s expanding 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
- 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
Our take
CaptivateIQ is an incentive compensation platform using AI to automate commission workflows. Businesses spent an exorbitant amount each year managing commission processes, so the company's no-code SaaS is a welcome overhaul for the sector.
CaptivateIQ's platform improves both the efficiency and accuracy of existing legacy processes, serving any type of organization that utilizes a performance-based compensation plan. The founding team has real experience with the cumbersome process of managing commission payments, which is why they chose to target this particular problem.
CaptivateIQ has been smart in building a more generic product, allowing it to attract big-name clients from different sectors. This broad customer acquisition, atop regular funding injections, has helped CaptivateIQ reach Unicorn status. The company continues to add to its offering, for example with the launch of its AI-powered payee experience in 2025.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-14% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2022
$100m
SERIES C
Apr 2021
$46m
SERIES B
Total funding: $159.2m
Company benefits
- 100% of medical, dental, and vision covered including 75% for dependents
- Unlimited vacation days and quarterly mental health days so you can recharge
- $1,000 to explore your dream destination on your work anniversary
- $500 annual professional development stipend to continue growing and learning
- $500 home office stipend to decorate your home office
- $1,000 caretaker stipend to make sure our parent colleagues are being supported
- Virtual team lunches to keep you connected
- 401k plan to participate in and save towards the future
- Newest hardware and tools for the job
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ
Company HQ
China Basin, San Francisco, CA
Leadership
Mark Schopmeyer
(Co-CEO & Co-founder)Former Investment Professional at Carrick Capital Partners and Finance and Strategy Manager at BrightRoll. Former Investment Banking Analyst at Jefferies & Company and Lehman Brothers. BA in Business Administration from Berkley School of Business.
Conway Teng
(Co-CEO & Co-founder)Former employee at Gusto in Finance and Business Operations. Previously Head of Growth at OrderAhead. Founder of FiveStars. Graduated from Berkley.
Hubert Wong
(Principal Engineer & Co-founder)Was CTO of the company for 6 years. Former Senior Software Engineer at Vungle, OpenTable and CoPilot Labs. BS in Electrical Engineering and Computer Science at Berkley.
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