VP of Customer Success and Support

<h3><strong>About Prophecy</strong></h3> <p>The leader in AI-native data preparation and analysis, Prophecy is revolutionizing how the world's top enterprises turn data chaos into reliable insights. We introduce the AI-native data lifecycle (generate, refine, deploy) where our industry-leading AI agents and humans work hand-in-hand in visual and document interfaces to analyze, transform, and prepare data to ship trusted insights at enterprise scale. Join us as we build the next data revolution.</p> <h3><strong>About The Role </strong></h3> <p>Prophecy is hiring a VP of Customer Success and Support to lead our post-sales organization and take ownership of our 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 our customers receive.</p> <p>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 we scale. You will also own the execution: the renewal cycle from early risk identification through close, the global support function, and the systems and team that run both. 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 our product roadmap, working closely with Product, Engineering, Sales, and Field Engineering.</p> <p>The role requires both. We are looking for a leader who can design the operating model for a post-sales organization several times our current size, and who is equally comfortable in the renewal forecast, a customer escalation, and the weekly account health review.</p> <h3>Responsibilities</h3> <h4>Retention and Renewals</h4> <ul> <li>Own gross retention and net dollar retention targets for the installed base.</li> <li>Forecast renewals with the same discipline applied to new business, and be accountable for the accuracy of that forecast.</li> <li>Manage the renewal cycle end to end, including early risk identification, commercial strategy, negotiation, and close.</li> <li>Establish a health scoring and risk review cadence that identifies at-risk accounts at least one quarter in advance, with a named owner and a documented plan for each.</li> <li>Identify and develop expansion opportunities across new teams, workloads, and use cases, partnering with Sales on the commercial motion.</li> </ul> <h4>Customer Satisfaction and Advocacy</h4> <ul> <li>Own customer satisfaction as a measured outcome, including NPS and CSAT at both the account and the support interaction level, and act on what the results show.</li> <li>Establish consistent feedback channels, including surveys, executive business reviews, and post-escalation reviews, and close the loop with customers on what changed as a result.</li> <li>Build a referenceable customer base, working with Marketing and Sales on case studies, customer references, speaking opportunities, and peer review sites.</li> <li>Develop a customer advisory board and user community that give customers a direct channel to our roadmap and to each other.</li> </ul> <h4>Technical Support</h4> <ul> <li>Lead the global support organization, including SLA attainment, first response time, time to resolution, backlog management, and coverage planning.</li> <li>Serve as the executive point of contact for critical escalations and coordinate with Engineering through to resolution.</li> <li>Build knowledge management and self-service resources so that ticket volume does not scale linearly with customer growth.</li> <li>Analyze recurring support themes and work with Product and Engineering to address root causes.</li> </ul> <h4>Enablement and Adoption</h4> <ul> <li>Own onboarding and enablement, with defined plans, training programs, and milestones that bring new customers to production use quickly.</li> <li>Build a customer education program covering role-based training, documentation, and self-service content, so that customer teams can operate the platform independently.</li> <li>Grow the number of trained, active users within each account. Treat user proficiency and breadth of adoption as leading indicators for renewal and expansion.</li> <li>Monitor consumption and adoption patterns, and intervene when usage declines or stalls.</li> <li>Define the business outcomes each customer expects, measure progress against them, and report results to customer executives.</li> </ul> <h4>Strategy and Organizational Design</h4> <ul> <li>Define the post-sales strategy, including the coverage model, customer segmentation, and the service offerings we provide at each tier.</li> <li>Own the headcount and investment plan for Customer Success and Support, and make the case for it to the executive team.</li> <li>Determine where we scale through people, through product, and through self-service, and sequence those investments as the business grows.</li> <li>Establish the metrics framework for the function and set the targets the organization is measured against.</li> </ul> <h4>Team and Operations</h4> <ul> <li>Recruit, develop, and lead the Customer Success and Support organization. Set clear performance expectations and provide regular coaching and feedback.</li> <li>Implement the playbooks, health scoring, success plans, and tooling required to deliver consistent results at scale.</li> <l