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Starburst is seeking a VP of Professional Services to lead and scale the post-sales organization responsible for customer onboarding, adoption, utilization, and renewals. This is a critical leadership role that owns the customer journey from contract signature through renewal and expansion, with direct accountability for Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer lifetime value.
You will build and lead a multi-functional team spanning Customer Success Managers, Enterprise Architects, Technical Engagement Managers, Professional Services, and Educational Services. Key responsibilities include developing and executing post-sales strategy with clear accountability for GRR, NRR, and churn reduction; hiring, developing, and managing the team while building org structure and career paths; ensuring customers move from initial deployment to production usage quickly with measured value communication; partnering with Sales on renewal forecasting, risk mitigation, and expansion identification; developing repeatable playbooks for onboarding, adoption, health-scoring, and escalation across diverse customer segments; serving as the internal voice of the customer to influence product roadmap; managing executive escalations for at-risk accounts; owning post-sales metrics and reporting for leadership; and defining professional services offerings aligned to customer segments.
Required qualifications include 8+ years in Customer Success, Post-sales, or related revenue leadership with 3-5 years managing managers or scaling multi-function post-sales organizations. You should have experience in enterprise infrastructure, data platforms, or developer-tooling software (data warehousing, data lakes, databases, analytics preferred). Demonstrated track record of improving GRR/NRR and renewal outcomes in B2B SaaS or enterprise software is essential. You must be comfortable in technically complex sales cycles and conversant with concepts like data federation, query engines, data lakes, and open table formats (e.g., Iceberg) to earn credibility with technical customers and Enterprise Architects. Experience building post-sales functions from scaling stage (not mature) is important, including defining segmentation, health scoring, and coverage models. Strong cross-functional collaboration with Sales, Product, and Engineering leadership is required, along with executive presence for strategic account escalations and a data-driven approach to running the business.
