Strategy & Innovation Responsibilities

• Innovation: Develop and champion a bold, “next-level” vision for Technical Services that accelerates CaptivateIQ’s shift toward a fully self-service, product-led customer journey.
• Strategy: Craft and socialize a multi-year roadmap spanning Customer Education, Professional Services, and Technical Support, leveraging digital-first, AI-powered experiences to drive scale.
• Launch self-service experiences: customer portals, in-product guidance, AI-assisted support, and scalable implementation templates.

Transformation of Customer Education, Support, and Professional Services Responsibilities

• Overhaul our education program to prioritize embedded, contextual product guidance over static content - replace traditional training models with just-in-time, in-app learning and personalized content delivery.
• Expand self-service capabilities to reduce 1:1 support volume - e.g., searchable knowledge bases, diagnostic tooling, and AI-assisted troubleshooting.
• Define the future of Professional Services by moving beyond standard implementation delivery to flexible, templatized, and AI-augmented frameworks.
• Continuously uplevel team members to be strategic and consultative customer partners, while automating and productizing lower-level transactional tasks.

Operational Excellence & Customer Impact Responsibilities

• Ensure rigor and leadership-level visibility of project health and status, risks, pipeline and resourcing visibility.
• Regularly engage with customers, beyond escalation management, to form long term relationships with key stakeholders, understand their perspectives, and serve as an internal voice of the customer.
• Surface recurring product gaps and usage friction through frontline insights and partner with Product & Eng to influence roadmap priorities.
• Establish, monitor, and continuously evolve KPIs aligned to digital adoption, reduced ticket volume, faster implementation times, improved CSAT, and tangible customer value realization.
• Instill a culture of curiosity, ownership, and customer obsession across all Technical Services teams - foster the culture of experimentation and innovation.

Requirements

• Prior VP-level experience in post-sales functions (Professional Services, Customer Education, Technical Support, or analogous technical/strategy roles), Product leadership, or Strategy Roles within high-growth SaaS organizations with a technical product.
• Demonstrated history of innovation, creative problem-solving, or executing transformational change, not just incremental improvement, within customer-facing teams or digital product functions
• Comfort with ambiguity and “blank sheet” problem solving; entrepreneurial drive; strong internal pitch/advocacy skills.
• Visionary leadership: able to articulate and drive a radical new model for customer enablement and serve as a north star for the team and company.
• Change orchestration: proven ability to transform teams and mindsets, a champion for experimentation, calculated risk-taking, and celebrating fast learning cycles.
• Customer-obsessed systems thinking: always grounding decisions in the realities of diverse customer personas and their end-to-end experience.
• Deep operational strength with an innovative, systems-thinking mindset.

Nice to Have

• Experience in digital transformation, product management, design thinking facilitation, or leading AI- or automation-forward initiatives.

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.