Chief Customer Success & Support, Enterprise Growth

Prophecy; San Francisco (CA); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Employee health insurance

Very competitive compensation

Ability to have your fingerprint on an

Job summary

Prophecy in San Francisco seeks a VP of Customer Success and Support to lead post-sales, own retention metrics, and scale a global support function. You will shape operating model, oversee renewals, and align with Product, Engineering, Sales.

You will partner with executive leaders to drive enablement, customer advocacy, and onboarding programs while ensuring exceptional outcomes across enterprise accounts.

Qualifications

• 10+ years in customer success, support, or post-sales leadership at a high-growth B2B SaaS company.
• Direct accountability for retention targets (gross or net dollar).
• Hands-on renewals experience including forecasting, negotiation, and closing.
• Experience leading a technical support function for enterprise customers (SLA, escalations).
• Background supporting enterprise customers in data, cloud, or AI platforms.

Responsibilities

• Own gross retention and net dollar retention targets for the installed base.
• Forecast renewals and be accountable for accuracy of forecasts.
• Manage renewal cycle end-to-end with risk identification and close.
• Lead global support including SLA attainment and escalation management.
• Develop onboarding and enablement programs to accelerate production use.
• Define post-sales strategy, coverage model, and service offerings.
• Recruit, develop, and lead the Customer Success and Support organization.

Skills

Customer success leadership

Renewals forecasting

Enterprise SaaS experience

Executive stakeholder management

Post-sales leadership

Strategic planning

Data-driven decision making

Communication skills

Job description

Prophecy in San Francisco seeks a VP of Customer Success and Support to lead post-sales, own retention metrics, and scale a global support function. You will shape operating model, oversee renewals, and align with Product, Engineering, Sales.

You will partner with executive leaders to drive enablement, customer advocacy, and onboarding programs while ensuring exceptional outcomes across enterprise accounts.