Customer Success Manager ensuring maximum customer value from Qwilr. Managing accounts and driving engagement while delivering exceptional service across the customer lifecycle.
About the role
- Vice President of Customer Success at CaptivateIQ transforming customer engagement and value realization across SaaS products. Leading renewals, expansion, and customer success initiatives for diverse segments.
Responsibilities
- 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.
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, 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.
Benefits
- (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
- Flexible vacation days and quarterly mental health days so you can recharge
- Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
- Annual stipends for professional development and caretaking
- (US-ONLY) 401k plan to participate in and save towards the future
- Newest Apple products to help you do your best work
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent
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