VP of Customer Success and Support

As the VP of Customer Success & Support, you will spearhead a world-class team dedicated to ensuring Prophecy customers achieve rapid time-to-value, drive data product adoption, and receive top-tier technical support. Your leadership will be pivotal in shaping our roadmap and customer journey, acting as a key voice of the customer and collaborating cross-functionally with Product, Field Engineering, Sales, and Marketing.

You Will Be Responsible For the Following:

• Customer Success Strategy
  • Onboarding and Enablement: Develop and implement a scalable strategy for onboarding new customers, providing comprehensive enablement resources, and driving initial adoption. This includes creating clear onboarding plans, tailored training programs, and self-service resources to accelerate user proficiency.
  • Adoption and Retention: Implement strategies to drive ongoing product adoption and customer retention. This involves monitoring customer usage patterns, identifying opportunities for expansion, and proactively addressing potential churn risks.
  • Customer Outcomes and Advocacy: Define and track key customer outcomes that lead to renewals, upsells, and long-term advocacy. This includes establishing success metrics, implementing customer health scoring, and fostering a community of engaged customer advocates.
• Support Leadership
  • Global Support Oversight: Oversee the global support function, ensuring adherence to Service Level Agreements (SLAs) and timely resolution of customer issues with empathy and professionalism.
  • Support Systems and Metrics: Implement robust systems, tooling, and metrics to measure and continuously improve service levels, response times, and customer satisfaction.
  • Knowledge Management: Establish a knowledge management system to capture and share best practices, troubleshooting guides, and solutions, enabling efficient issue resolution and self-service support.
• Team Building & Leadership
  • Talent Acquisition and Development: Recruit, hire, and develop a high-performing Customer Success & Support team. This includes attracting top talent, providing ongoing training and development opportunities, and fostering a culture of excellence.
  • Leadership and Mentorship: Provide coaching and mentorship to team members, fostering a culture of accountability, collaboration, and continuous improvement.
  • Performance Management: Implement clear performance expectations, provide regular feedback, and recognize and reward high-performing team members.
• Executive Engagement & Advocacy
  • Executive Relationships: Cultivate strong relationships with executive stakeholders at our enterprise customers, serving as a trusted advisor and strategic partner.
  • Customer Advocacy: Act as a vocal advocate for the customer, ensuring their feedback and needs are heard and addressed by internal teams.
  • Cross-Functional Collaboration: Partner closely with Product, Engineering, Sales and Services teams to ensure the voice of the customer informs roadmap decisions and product enhancements.
• Customer Insights & Operational Excellence
  • Key Metrics Tracking: Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rate, and expansion opportunities to optimize the customer journey and identify areas for improvement.
  • Operational Rigor: Drive operational rigor by implementing playbooks, health scoring, and success plans at scale, ensuring consistent and effective customer engagement.
• Process Optimization: 
  • Continuously evaluate and optimize customer success processes, leveraging data and insights to enhance efficiency and effectiveness.

Requirements

• 10+ years of experience in customer success or post-sales leadership, with at least 5 years managing CS and Support teams at a high-growth B2B SaaS company.
• Experience supporting enterprise customers in data, cloud, or AI-related platforms, with a strong understanding of data engineering personas (Data Engineers, Analysts, Architects, Platform teams)
• Proven success in building scalable customer journeys, processes, and playbooks that drive adoption, retention, and expansion
• Exceptional leadership, communication, and executive presence, with the ability to inspire and motivate teams
• Comfortable rolling up your sleeves and building systems and processes in a fast-paced startup environment, demonstrating a bias for action and a willingness to learn.
• Strong analytical and problem-solving skills, with the ability to identify trends, diagnose root causes, and implement effective solutions.
• Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly and concisely to diverse audiences.

Benefits and Perks 

• Prophecy covers 99% of employee health insurance premiums and 75% for dependents
• Competitive compensation – Compensation base range starting at $175,000 + Bonuses
• Celebrate your birthday and anniversary with a day off!
• Flexible PTO
• Prophecy provides employees with a $500 professional development reimbursement every year
• Company sponsored Long Term Disability and Life Insurance
• FSA/HSA
• Ability to have your fingerprint on an innovative platform
• End-to-end ownership of your projects
• And more!