Vice President of Technical Services

About the Company

CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. Recognized by industry analysts like Forrester and G2 and backed by top-tier investors, we empower high-growth companies like Netflix, Figma, and Stripe with the flexibility and insights needed to drive revenue performance.

Responsibilities

• Develop and champion a vision for Technical Services that accelerates the shift toward a self-service, product-led customer journey
• Craft a multi-year roadmap spanning Customer Education, Professional Services, and Technical Support
• Launch self-service experiences including customer portals, in-product guidance, and AI-assisted support
• Overhaul education programs to prioritize embedded, contextual product guidance
• Expand self-service capabilities to reduce 1:1 support volume via knowledge bases and diagnostic tooling
• Define the future of Professional Services through flexible, templatized, and AI-augmented frameworks
• Ensure leadership-level visibility of project health, risks, pipeline, and resourcing
• Partner with Product & Engineering to influence roadmap priorities based on customer friction
• Establish and evolve KPIs aligned to digital adoption, reduced ticket volume, and CSAT

Requirements

• Prior VP-level experience in post-sales functions (Professional Services, Customer Education, Technical Support) or Product/Strategy roles within high-growth SaaS
• Demonstrated history of executing transformational change within customer-facing teams
• Ability to handle ambiguity and "blank sheet" problem solving
• Visionary leadership capable of driving new models for customer enablement
• Proven ability to transform teams and mindsets through change orchestration
• Deep operational strength with a systems-thinking mindset

Preferred Qualifications

• Experience in digital transformation or product management
• Experience leading AI- or automation-forward initiatives
• Design thinking facilitation experience