VP of Customer Success and Support

Overview

Lead Prophecy's post-sales organization, owning gross and net dollar retention, customer satisfaction, enablement, and the global technical support function for enterprise customers.

What you'll do

• Own gross retention and net dollar retention targets for the installed base.
• Forecast renewals with the same discipline applied to new business, and be accountable for the accuracy of that forecast.
• Manage the renewal cycle end to end, including early risk identification, commercial strategy, negotiation, and close.
• Establish a health scoring and risk review cadence that identifies at-risk accounts at least one quarter in advance, with a named owner and a documented plan for each.
• Identify and develop expansion opportunities across new teams, workloads, and use cases, partnering with Sales on the commercial motion.
• Own customer satisfaction as a measured outcome, including NPS and CSAT at the account and support interaction level, and act on the results.
• Establish consistent feedback channels, including surveys, executive business reviews, and post-escalation reviews, and close the loop with customers.
• Build a referenceable customer base with Marketing and Sales, including case studies, references, speaking opportunities, and peer review sites.
• Develop a customer advisory board and user community.
• Lead the global support organization, including SLA attainment, first response time, time to resolution, backlog management, and coverage planning.
• Serve as the executive point of contact for critical escalations and coordinate with Engineering through to resolution.
• Build knowledge management and self-service resources so that ticket volume does not scale linearly with customer growth.
• Analyze recurring support themes and work with Product and Engineering to address root causes.
• Own onboarding and enablement, with defined plans, training programs, and milestones that bring new customers to production use quickly.
• Build a customer education program covering role-based training, documentation, and self-service content.
• Grow the number of trained, active users within each account, and monitor consumption and adoption, intervening when usage declines or stalls.
• Define the business outcomes each customer expects, measure progress against them, and report results to customer executives.
• Define the post-sales strategy, including the coverage model, customer segmentation, and service offerings at each tier.
• Own the headcount and investment plan for Customer Success and Support, and make the case for it to the executive team.
• Establish the metrics framework for the function and set the targets the organization is measured against.
• Recruit, develop, and lead the Customer Success and Support organization, with clear performance expectations and regular coaching.
• Implement playbooks, health scoring, success plans, and tooling to deliver consistent results at scale.
• Run the operating cadence for the post-sales organization, including renewal pipeline reviews, risk reviews, support metrics, and satisfaction reporting.
• Report on the state of the customer base to the executive team and the board.
• Build and maintain relationships with executive stakeholders across enterprise accounts.
• Represent customer priorities internally and partner with Product, Engineering, Sales, and Field Engineering on roadmap decisions.

What you'll need

• 10+ years in customer success, support, or post-sales leadership, including at least 5 years leading both customer success and support teams at a high-growth B2B SaaS company.
• Direct accountability for a retention target, gross retention or net dollar retention, with the ability to discuss the size of the book managed and the results delivered.
• Hands-on experience with renewals, including forecasting, commercial negotiation, and closing.
• Experience leading a technical support function for enterprise customers, including SLA management and executive escalations.
• Background supporting enterprise customers on data, cloud, or AI platforms, with a working understanding of data engineering roles including data engineers, analysts, architects, and platform teams.
• Track record of building customer journeys, playbooks, and health scoring systems in a startup or high-growth environment.
• Experience building a customer enablement or education program, including training, certification, and self-service content for technical users.
• Demonstrated results improving customer satisfaction measures and building a base of referenceable customers who will speak publicly about the product.
• Experience designing a post-sales operating model, including coverage, segmentation, and headcount planning, and scaling an organization through a significant growth stage.
• Comfort operating at both levels: setting strategy with the executive team and working directly on individual accounts when needed.
• Strong analytical skills, with the ability to identify trends, diagnose root causes, and implement structural fixes.
• Excellent written and verbal communication skills, and the executive presence to engage senior stakeholders at enterprise customers.

Details

• Location: United States (remote).
• Employee health insurance and very competitive compensation; benefits and perks may vary per country.