VP of Technical Services

CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It's time to rethink ROI - your return on incentives - with CaptivateIQ.
With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to improve their return on incentives and sales planning.
About the RoleCaptivateIQ is seeking a VP of Technical Services to unite and lead the Customer Education, Professional Services, and Technical Support teams under a singular strategy. This newly architected role, reporting to the SVP of Customer Experience, is central to our mission of building a truly self-service, AI-powered enterprise platform - and to revolutionizing how we deliver customer enablement, onboarding, and product guidance at scale. 
This is not an “operational tweak” role - you’ll be responsible for transforming how we deliver technical services: reducing support dependency, accelerating time-to-value, and enabling customers to self-solve with confidence.
Job LocationThe candidate selected for this opportunity must reside near one of the following locations:
Hybrid (in-office 3 days per week)- Austin, TX- Menlo Park, CA
Remote- Raleigh, NC- Nashville, TN- Toronto, Canada

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, driving convergence toward digital-first, AI-powered experiences.
• 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

• 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 NPS, 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 director, senior director, or 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 or product-led organizations.
• 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.

Nice to Have

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

Skills & Behaviors

• 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 exper