Senior VP Client Delivery

This is a fully remote position, open to applicants in Texas.

📋 Description

• Ensure that every signed contract translates into actual client value by leading a premier post-sales organization encompassing Customer Success, Professional Services, and Support, facilitating seamless implementation, strategic adoption, retention, and measurable outcomes on a global scale.

• Provide strategic leadership for the global functions of Customer Success, Professional Services, and Technical Support.

• Own the worldwide strategy for renewals and expansions to consistently achieve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

• Establish health scoring, early warning systems, and proactive intervention playbooks to mitigate churn risk.

• Develop a scalable, segmented Customer Success model — high-touch for strategic/key accounts and tech-touch for SMB/Mid-Market.

• Direct the Professional Services organization to ensure efficient implementation and rapid time-to-value for both new and existing clients.

• Drive revenue, utilization, and margin performance in Professional Services through robust project governance, risk management, and escalation protocols.

• Oversee the global Technical Support function, ensuring prompt, high-quality problem resolution and industry-leading support ratings.

• Define and enforce Service Level Agreements (SLAs), Customer Satisfaction (CSAT) targets, and resolution benchmarks across all tiers and channels.

• Implement support tools, AI-assisted workflows, self-service resources, and knowledge programs to enhance efficiency and deflect low-complexity tickets.

• Recruit, develop, and retain leaders and individual contributors across all three functions, promoting a cohesive Client Delivery culture and clear career pathways.

• Collaborate with Sales to minimize ramp time, boost win rates, and align on renewal strategies and expansion pipelines.

• Partner with Product to gather customer feedback and address product gaps; engage with the VP of Solutions regarding implementation scoping and pre-sales commitments.

• Maintain executive-level dashboards to monitor NRR, CSAT, time-to-value, ticket volume/resolution, and utilization.

• Report regularly to the executive team and board on customer health, retention performance, and delivery capacity.

⛳️ Requirements

• Over 15 years of experience in post-sale customer-facing roles, including more than 5 years in leadership positions overseeing multiple delivery functions (CSM, Professional Services, Support) at the VP level or higher in a global SaaS or enterprise technology context.

• Demonstrated success in owning NRR/GRR targets exceeding $50M and driving measurable improvements in retention, expansion, and time-to-value.

• Proven ability to scale international teams across North America, EMEA, and APAC while managing complex P&L responsibilities for service delivery, including Professional Services as a revenue-generating function.

• Strong history of partnering with Sales to enhance win rates and streamline the transition from contract to implementation.

• In-depth understanding of SaaS customer lifecycle economics — including CAC payback, LTV, NRR, GRR, and churn drivers.

• Proficient in utilizing Customer Success platforms, ticketing systems (such as Zendesk, Salesforce Service Cloud), and Professional Services Automation tools.

• Strong commercial acumen with experience in negotiating renewals and managing escalations at the C-suite level; capable of balancing operational rigor with authentic customer empathy.

• A Bachelor's degree is required; an MBA or equivalent advanced degree is preferred.

🏝️ Benefits

• Impact & Ownership: Take charge of a crucial pillar of a global leader in Data Science and AI, with the freedom to shape the future of our client delivery strategy.

• Purpose-Driven Work: Assist organizations worldwide in transforming complex data into actionable insights using our open and user-friendly platform.

• Global Culture: Become part of a diverse, international team representing over 30 nationalities, fostering values of transparency, low-ego collaboration, and "quiet excellence."

• Flexibility: Enjoy flexible working hours and a setup that facilitates collaboration across different time zones.

• Comprehensive Support: Access benefits designed to enhance your well-being and professional development, both within and beyond the workplace.