VP of Customer Success & Enterprise Growth

Prophecy; Northern (KY); Hybrid; USD 180,000 - 300,000; Full time

Benefits offered by this job

Competitive compensation

End‑to‑end ownership of projects

Diversity and inclusion initiatives

Job summary

Prophecy is seeking a VP of Customer Success and Support to lead our post-sales organization and own the customer base. This senior role drives retention, CSAT, and the quality of enablement and technical support across enterprise accounts.

You will set the strategy for post-sales coverage, segmentation, and service offerings, then execute renewals from early risk identification through close. You will align with Product, Engineering, Sales, and Field Engineering and report to the leadership

Qualifications

• 10+ years in customer success, support, or post-sales leadership in a high-growth B2B SaaS company.
• Direct accountability for retention targets and renewal forecasts with demonstrated results.
• Experience building playbooks, journeys, and health scoring systems.

Responsibilities

• Own gross and net retention targets for the installed base.
• Forecast renewals and manage the renewal cycle end to end.
• Lead the global support organization, including SLA attainment and escalation management.
• Own onboarding and enablement programs to accelerate production use.
• Define post-sales strategy, coverage model, and service offerings by tier.
• Build and maintain relationships with executive stakeholders across enterprise accounts.

Skills

CS leadership

Post-sales leadership

Renewals forecasting

Enterprise SaaS

Data/AI platforms

Enablement programs

Executive communication

Strategic planning

Tools

CRM platforms

Job description

Prophecy is seeking a VP of Customer Success and Support to lead our post-sales organization and own the customer base. This senior role drives retention, CSAT, and the quality of enablement and technical support across enterprise accounts.

You will set the strategy for post-sales coverage, segmentation, and service offerings, then execute renewals from early risk identification through close. You will align with Product, Engineering, Sales, and Field Engineering and report to the leadership