VP of Customer Success and Support (Fully Remote)

Prophecy; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Employee health insurance

Competitive compensation

Shape the platform and own projects en

Job summary

Prophecy is seeking a senior leader to head the post-sales organization, owning retention, renewals, customer satisfaction, and enablement. You will define the post-sales strategy, including coverage model, segmentation, and service offerings.

You will build and lead the Customer Success and Support teams, setting metrics and driving execution across global accounts to scale a high-growth B2B SaaS platform focused on AI-native data platforms.

Qualifications

• 10+ years in customer success or support leadership, with 5+ years at high-growth B2B SaaS.
• Experience owning retention targets and driving renewals.
• Background in data, cloud, or AI platforms and building scalable post-sales operations.

Responsibilities

• Own gross and net retention targets, managing the renewal cycle from risk identification to close.
• Lead the global support function, ensuring SLA attainment and resolving escalations.
• Drive customer satisfaction through feedback channels and referenceable accounts.

Skills

Post-sales leadership

Customer success

Retention strategy

Renewals

SaaS

Job description

• Lead the post-sales organization, owning retention, renewals, customer satisfaction, and enablement.
• Define the post-sales strategy, including coverage model, segmentation, and service offerings.
• Build and lead the Customer Success and Support team, setting metrics and driving execution.

Responsibilities:

• Own gross and net dollar retention targets, managing the renewal cycle from risk identification to close.
• Lead the global support function, ensuring SLA attainment and resolving escalations.
• Drive customer satisfaction through feedback channels and referenceable accounts.

Requirements:

• 10+ years in customer success/support leadership, with 5+ years at high-growth B2B SaaS.
• Experience owning retention targets and driving renewals.
• Background in data, cloud, or AI platforms and building scalable post-sales operations.

Benefits and Perks:

• Employee health insurance
• Competitive compensation
• Opportunity to shape the platform and own projects end-to-end

Prophecy

Prophecy is a leader in AI-native data preparation and analysis, helping enterprises turn data chaos into reliable insights. The company is a high-growth B2B SaaS startup with a focus on the AI data lifecycle, and fosters a culture of innovation and inclusion.