Remote job
VP of Customer Success and Support
Job details
About this role
Role overview
A senior leadership position overseeing the full post-sales organization for an AI-native data preparation platform. The role carries accountability for retention, customer satisfaction, technical support, and enablement across an enterprise customer base, while shaping the operating model for significant future scale. It is a hybrid of executive strategy and direct customer engagement, sitting on the leadership team and partnering with Product, Engineering, Sales, and Field Engineering.
Responsibilities
- Own gross and net dollar retention targets, including renewal forecasting, commercial strategy, and end-to-end deal close - Establish health scoring and risk review processes with quarterly forward-looking plans for at-risk accounts - Build and run the global technical support function, covering SLAs, escalation management, knowledge bases, and root-cause analysis with Engineering - Drive onboarding, enablement, and a customer education program that expands trained, active users per account and lifts consumption - Develop expansion opportunities in partnership with Sales and cultivate a referenceable customer base through case studies, a customer advisory board, and user community - Recruit and lead the Customer Success and Support organization, setting performance expectations, tooling, and the operating cadence reported to the executive team and board
Requirements
- 10+ years in customer success, support, or post-sales leadership, including 5+ years leading both functions at a high-growth B2B SaaS company - Direct accountability for a retention target with a track record of results on a defined book of business - Hands-on experience with renewals, including forecasting, commercial negotiation, and closing - Background leading enterprise technical support, including SLA management and executive escalations - Experience supporting enterprise customers on data, cloud, or AI platforms, with familiarity of data engineering roles - Demonstrated ability to design a post-sales operating model and scale the organization through a major growth stage
Benefits and work setup
- Competitive compensation - Employee health insurance - End-to-end ownership of strategic projects - Benefits and perks may vary by country