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Prophecy is a Series B AI-native data preparation and analytics platform that helps enterprises turn data chaos into reliable insights. The company is hiring a VP of Customer Success and Support to lead the post-sales organization and take ownership of the 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. 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 the company scales. You will also own execution: the renewal cycle from early risk identification through close, the global support function, and the systems and team that run both.
Key responsibilities include:
**Retention and Renewals:** Own gross and net dollar retention targets; forecast renewals with discipline; manage the renewal cycle end-to-end including risk identification, commercial strategy, negotiation, and close; establish health scoring and risk review cadence to identify at-risk accounts at least one quarter in advance; identify and develop expansion opportunities across new teams, workloads, and use cases.
**Customer Satisfaction and Advocacy:** Own customer satisfaction as a measured outcome (NPS, CSAT); establish consistent feedback channels including surveys, executive business reviews, and post-escalation reviews; build a referenceable customer base; develop a customer advisory board and user community.
**Technical Support:** Lead the global support organization including SLA attainment, first response time, time to resolution, and coverage planning; serve as executive point of contact for critical escalations; build knowledge management and self-service resources; analyze recurring support themes and work with Product and Engineering on root causes.
**Enablement and Adoption:** Own onboarding and enablement with defined plans and training programs; build a customer education program covering role-based training, documentation, and self-service content; grow the number of trained, active users within each account; monitor consumption and adoption patterns; define and measure business outcomes.
**Strategy and Organizational Design:** Define post-sales strategy including coverage model, customer segmentation, and service offerings; own headcount and investment planning; determine where to scale through people, product, and self-service; establish metrics framework and targets.
**Team and Operations:** Recruit, develop, and lead the Customer Success and Support organization; implement playbooks, health scoring, success plans, and tooling; run operating cadence including renewal pipeline reviews, risk reviews, and customer satisfaction reporting; report on customer base state to executive team and board.
**Executive Engagement:** Build and maintain relationships with executive stakeholders at enterprise accounts; represent customer priorities internally; partner with Product, Engineering, Sales, and Field Engineering on roadmap decisions.
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 the product roadmap. The role requires both strategic design of a post-sales organization several times the current size and hands-on comfort with renewal forecasts, customer escalations, and weekly account health reviews.
**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 ability to discuss the size of the book managed and 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 working understanding of data engineering roles (data engineers, analysts, architects, 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 willing to speak publicly about the product
- Experience designing a post-sales operating model, including coverage, segmentation, and headcount planning, and scaling an organization through significant growth
- Comfort operating at both levels: setting strategy with the executive team and working directly on individual accounts when required
- Strong analytical skills with ability to identify trends, diagnose root causes, and implement structural fixes
- Excellent written and verbal communication skills and executive presence to engage senior stakeholders at enterprise customers
