💼 About This Role

You'll lead the Customer Success organization at CaptivateIQ, transforming it into a multi-stakeholder, multi-product value engine. You'll own renewals, expansion, and value realization across all customer segments to achieve 110%+ NDR over 24 months through value-led renewals and repeatable expansion. This role offers the opportunity to architect a coaching culture and scale CS to industry-leading performance.

🎯 What You'll Do

• Own GRR, NDR, renewal forecast accuracy, and commercial discipline across all customer segments.
• 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, defining clear cadences and governance.
• Develop deep expertise in CaptivateIQ's multi-product platform and translate customer insights into roadmap feedback.

📋 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 a track record of improving NDR and reducing churn.
• 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.

✨ Nice to Have

• Experience at a high-growth SaaS company backed by top-tier investors.
• Prior experience with sales performance management or incentive compensation platforms.
• Track record of building high-performing, empowered teams through clarity, accountability, and empathy.

🎁 Benefits & Perks

• 🏥 100% Medical, Dental, Vision coverage for employees and ~75% for dependents.
• 🏖️ Flexible Time Off plus quarterly mental health days.
• 📚 Annual Stipends for professional development and caretaking needs.
• 🎉 Work Anniversary Bonuses that grow with tenure.
• 💰 401(k) Plan (US-only) for retirement savings.