VP of Customer Success, Support

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

📋 Description

• Oversee Prophecy’s post-sales organization and manage the current customer base.

• Define the post-sales strategy, coverage model, customer segmentation, service offerings, and investment plan.

• Take responsibility for gross retention, net dollar retention, customer satisfaction, and the quality of customer enablement and technical support.

• Forecast and manage renewals comprehensively, including risk identification, commercial strategy, negotiation, and closure.

• Create health scoring and risk review processes for accounts that are at risk.

• Discover expansion opportunities and collaborate with Sales on commercial initiatives.

• Oversee NPS and CSAT outcomes, feedback channels, customer advocacy, case studies, references, and peer reviews.

• Develop a customer advisory board and foster a user community.

• Direct global technical support, encompassing SLAs, response times, resolution times, backlog management, coverage, and critical escalations.

• Establish knowledge management, self-service resources, onboarding, enablement, training, documentation, and educational programs.

• Track adoption and consumption, define customer outcomes, and provide progress reports to customer executives.

• Manage headcount and investment planning, determining scaling through personnel, product, and self-service.

• Recruit, nurture, coach, and lead the Customer Success and Support organization.

• Implement playbooks, health scoring, success plans, tools, and operational rhythms.

• Update the executive team and board on the status of the customer base.

• Engage with enterprise stakeholders and represent customer priorities in roadmap decisions alongside Product, Engineering, Sales, and Field Engineering.

⛳️ Requirements

• A minimum of 10 years in customer success, support, or post-sales leadership, including at least 5 years leading both customer success and support teams within a high-growth B2B SaaS company.

• Direct responsibility for a retention target, whether gross retention or net dollar retention, with the capability to discuss the size of the portfolio managed and the results achieved.

• Practical experience with renewals, encompassing forecasting, commercial negotiation, and closure.

• Experience managing a technical support function for enterprise clients, including SLA management and executive escalations.

• Background in supporting enterprise customers on data, cloud, or AI platforms, with a solid understanding of data engineering roles such as data engineers, analysts, architects, and platform teams.

• Proven track record of constructing customer journeys, playbooks, and health scoring systems in a startup or high-growth setting.

• Experience in developing a customer enablement or education program, which includes training, certification, and self-service content for technical users.

• Demonstrated success in enhancing customer satisfaction metrics and building a pool of referenceable customers willing to publicly endorse the product.

• Experience designing a post-sales operational model, including coverage, segmentation, and headcount planning, and scaling an organization during significant growth phases.

• Ability to operate effectively at both strategic and tactical levels: setting strategy with the executive team and directly engaging with individual accounts as needed.

• Strong analytical abilities, with the capability to identify trends, diagnose root causes, and implement structural solutions.

• Exceptional written and verbal communication skills, along with the executive presence required to engage senior stakeholders at enterprise clients.

🏝️ Benefits

• Employee health insurance.

• Very competitive compensation.

• Opportunity to leave your mark on an innovative platform.

• Full ownership of your projects.

• And more!