VP of Customer Success, Support

Prophecy

. Lead Prophecy’s post-sales organization and own the existing customer base .

Posted 9/15/2026full-timeRemote • California • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in customer success and support leadership within a high-growth B2B SaaS environment, focusing on retention strategies, customer satisfaction, and technical support excellence. Proven ability to develop and implement customer enablement programs, manage renewals, and engage with enterprise stakeholders effectively.

Highest-signal resume keywords

Customer Success LeadershipRetention Strategy DevelopmentTechnical Support ManagementCustomer Enablement Program DesignAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionRenewals ManagementSLA ManagementHealth Scoring SystemsCustomer Journey MappingForecastingCommercial NegotiationData Engineering UnderstandingTraining Program DevelopmentPost-Sales Operating Model Design

Soft Skills

Excellent Communication SkillsExecutive PresenceCoaching and LeadershipAnalytical ThinkingStakeholder Engagement

Industry Keywords

B2B SaaSCustomer SatisfactionNet Dollar RetentionCustomer AdvocacyTechnical SupportEnterprise CustomersCloud PlatformsAI PlatformsSelf-Service ResourcesCustomer Advisory Board

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 the ability to discuss the size of the book you managed and the results you 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 a working understanding of data engineering roles including data engineers, analysts, architects, and 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 who will speak publicly about the product
Experience designing a post-sales operating model, including coverage, segmentation, and headcount planning, and scaling an organization through a significant growth stage
Comfort operating at both levels: setting strategy with the executive team and working directly on individual accounts when the situation requires it
Strong analytical skills, with the ability to identify trends, diagnose root causes, and implement structural fixes
Excellent written and verbal communication skills, and the executive presence to engage senior stakeholders at enterprise customers

Benefits

Comp & perks

Employee health insurance
Very competitive compensation
Ability to have your fingerprint on an innovative platform
End-to-end ownership of your projects
And more!