VP of Customer Success, Support

Job not on LinkedIn

🔥 12 hours ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Prophecy

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $25M Series A on 2022-01

SaaS • Productivity • Enterprise

Prophecy is a company specializing in modernizing data transformation and ETL processes. It provides a comprehensive, AI-driven platform that enhances productivity for data users through the use of visual and low-code interfaces. With its Data Transformation Copilot, users can build, deploy, and observe data pipelines efficiently, making it easier for businesses to manage data tasks with AI suggestions and automation. Prophecy supports cloud-native and on-premises ETL solutions, offering seamless integrations with leading cloud platforms like Databricks and Snowflake. The company's software helps business data teams to be self-sufficient, reducing reliance on data engineers and expediting data pipeline creation and maintenance.

📋 Description

• Lead Prophecy’s post-sales organization and own the existing customer base • Set the post-sales strategy, coverage model, customer segmentation, service offerings, and investment plan • Own gross retention, net dollar retention, customer satisfaction, and customer enablement and technical support quality • Forecast and manage renewals end to end, including risk identification, commercial strategy, negotiation, and close • Establish health scoring and risk review processes for at-risk accounts • Identify expansion opportunities and partner with Sales on the commercial motion • Own NPS and CSAT outcomes, feedback channels, customer advocacy, case studies, references, and peer reviews • Develop a customer advisory board and user community • Lead global technical support, including SLAs, response times, resolution times, backlog, coverage, and critical escalations • Build knowledge management, self-service resources, onboarding, enablement, training, documentation, and education programs • Monitor adoption and consumption, define customer outcomes, and report progress to customer executives • Own headcount and investment planning and determine scaling through people, product, and self-service • Recruit, develop, coach, and lead the Customer Success and Support organization • Implement playbooks, health scoring, success plans, tooling, and operating cadences • Report customer-base status to the executive team and board • Engage enterprise stakeholders and represent customer priorities in roadmap decisions with Product, Engineering, Sales, and Field Engineering

🎯 Requirements

• 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 you managed and the results you 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 the situation requires it • 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

🏖️ Benefits

• Employee health insurance • Very competitive compensation • Ability to have your fingerprint on an innovative platform • End-to-end ownership of your projects • And more!