Prophecy

Customer Success Manager

• Lead Prophecy’s post-sales organization and own the existing customer base
• Set the post-sales strategy, coverage model, customer segmentation, service offerings, and investment plan
• Own gross retention, net dollar retention, customer satisfaction, and customer enablement and technical support quality
• Forecast and manage renewals end to end, including risk identification, commercial strategy, negotiation, and close
• Establish health scoring and risk review processes for at-risk accounts
• Identify expansion opportunities and partner with Sales on the commercial motion
• Own NPS and CSAT outcomes, feedback channels, customer advocacy, case studies, references, and peer reviews
• Develop a customer advisory board and user community
• Lead global technical support, including SLAs, response times, resolution times, backlog, coverage, and critical escalations
• Build knowledge management, self-service resources, onboarding, enablement, training, documentation, and education programs
• Monitor adoption and consumption, define customer outcomes, and report progress to customer executives
• Own headcount and investment planning and determine scaling through people, product, and self-service
• Recruit, develop, coach, and lead the Customer Success and Support organization
• Implement playbooks, health scoring, success plans, tooling, and operating cadences
• Report customer-base status to the executive team and board
• Engage enterprise stakeholders and represent customer priorities in roadmap decisions with Product, Engineering, Sales, and Field Engineering

VP of Customer Success, Support