VP of Customer Success and Support

Prophecy

About The Position

Prophecy is hiring a VP of Customer Success and Support to lead our post-sales organization and take ownership of our existing customer base. This is a senior leadership role accountable for gross retention, net dollar retention, customer satisfaction, and the quality of enablement and technical support our customers receive. You will set the strategy for the post-sales function, defining the coverage model, segmentation, service offerings, and investment plan required to support enterprise customers as we scale. You will also own the execution: the renewal cycle from early risk identification through close, the global support function, and the systems and team that run both. As a member of the leadership team, you will represent the customer base in executive planning and serve as a primary channel between customer experience and our product roadmap, working closely with Product, Engineering, Sales, and Field Engineering. The role requires both. We are looking for a leader who can design the operating model for a post-sales organization several times our current size, and who is equally comfortable in the renewal forecast, a customer escalation, and the weekly account health review.

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.

Responsibilities

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 both the account and the support interaction level, and act on what the results show.
Establish consistent feedback channels, including surveys, executive business reviews, and post-escalation reviews, and close the loop with customers on what changed as a result.
Build a referenceable customer base, working with Marketing and Sales on case studies, customer references, speaking opportunities, and peer review sites.
Develop a customer advisory board and user community that give customers a direct channel to our roadmap and to each other.
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, so that customer teams can operate the platform independently.
Grow the number of trained, active users within each account. Treat user proficiency and breadth of adoption as leading indicators for renewal and expansion.
Monitor consumption and adoption patterns, and intervene 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 the service offerings we provide at each tier.
Own the headcount and investment plan for Customer Success and Support, and make the case for it to the executive team.
Determine where we scale through people, through product, and through self-service, and sequence those investments as the business grows.
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. Set clear performance expectations and provide regular coaching and feedback.
Implement the playbooks, health scoring, success plans, and tooling required to deliver consistent results at scale.
Run the operating cadence for the post-sales organization, including renewal pipeline reviews, risk reviews, support metrics, and customer 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 our enterprise accounts.
Represent customer priorities internally and partner with Product, Engineering, Sales, and Field Engineering on roadmap decisions.