VP of Customer Success and Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP of Customer Success and Support based in the United States.

This is a senior leadership opportunity to own the entire post-sales organization for a rapidly scaling AI-native data platform.

You will be accountable for customer retention, net dollar retention, satisfaction, renewals, technical support, adoption, and long-term customer value.

The role combines strategic organizational design with hands-on operational leadership across enterprise customer accounts.

You will define the coverage model, customer segmentation, service offerings, investment priorities, and operating systems needed to scale post-sales effectively.

As a member of the leadership team, you will represent customer priorities in executive planning and influence product and roadmap decisions.

You will partner closely with Product, Engineering, Sales, Marketing, and Field Engineering while building a high-performing Customer Success and Support organization.

This role is ideal for an experienced B2B SaaS leader who can balance executive strategy with direct involvement in renewals, escalations, account health, and customer outcomes.

Accountabilities:

The VP of Customer Success and Support will own the strategy, execution, and organizational development of the post-sales function. This includes driving retention and expansion, strengthening customer satisfaction, scaling technical support and enablement, and establishing the systems, metrics, and team structure required to support a growing enterprise customer base.

• Own gross retention and net dollar retention targets across the existing customer base.
• Establish disciplined renewal forecasting and maintain accurate visibility into renewal performance.
• Lead the full renewal lifecycle, from early risk identification and commercial strategy through negotiation and close.
• Establish customer health scoring and risk review processes that identify at-risk accounts at least one quarter in advance.
• Develop documented action plans and clear ownership for accounts showing retention risk.
• Identify expansion opportunities across additional teams, workloads, use cases, and customer environments in partnership with Sales.
• Own customer satisfaction metrics, including NPS and CSAT at both account and support-interaction levels.
• Establish consistent customer feedback mechanisms through surveys, executive business reviews, and post-escalation reviews.
• Close the feedback loop by communicating improvements and changes back to customers.
• Build a strong base of referenceable customers and collaborate with Marketing and Sales on case studies, references, speaking opportunities, and peer reviews.
• Develop a customer advisory board and user community to strengthen customer engagement and feedback.
• Lead the global technical support organization, including SLA attainment, response times, resolution times, backlog management, and coverage planning.
• Act as the executive point of contact for critical customer escalations and coordinate with Engineering through resolution.
• Build knowledge management and self-service resources to improve scalability and prevent support demand from growing linearly with the customer base.
• Analyze recurring support issues and partner with Product and Engineering to address underlying causes.
• Own customer onboarding, enablement, and adoption programs, including training plans, milestones, and success journeys.
• Build customer education programs covering role-based training, documentation, certification, and self-service resources.
• Increase the number of trained and active users within each customer account.
• Monitor consumption and adoption trends and intervene when usage declines or stalls.
• Define expected customer business outcomes, measure progress against them, and communicate results to customer executives.
• Design the post-sales operating model, including customer segmentation, coverage models, and service offerings by customer tier.
• Own headcount and investment planning for Customer Success and Support and present recommendations to executive leadership.
• Determine where to scale through people, technology, product capabilities, or self-service and prioritize investments accordingly.
• Establish the function’s metrics framework and performance targets.
• Recruit, develop, coach, and lead the Customer Success and Support organization.
• Implement scalable playbooks, health scoring systems, success plans, tooling, and operational processes.
• Establish the operating cadence for renewal reviews, customer risk reviews, support metrics, and customer satisfaction reporting.
• Report on customer health, retention, support performance, and key trends to executive leadership and the board.
• Build strong relationships with executive stakeholders across enterprise customer accounts.
• Represent customer priorities internally and collaborate with Product, Engineering, Sales, and Field Engineering on roadmap decisions.

Requirements:

The ideal candidate is an experienced B2B SaaS post-sales executive with a proven track record of leading both Customer Success and Support organizations through significant growth. You should combine strong commercial and analytical capabilities with executive presence, technical fluency, and the ability to move between high-level strategy and direct involvement in complex customer situations.

• 10+ years of experience in Customer Success, Support, or post-sales leadership.
• At least 5 years leading both Customer Success and Support teams within a high-growth B2B SaaS environment.
• Direct accountability for customer retention metrics, including Gross Retention and/or Net Dollar Retention.
• Ability to demonstrate the scale of the customer portfolio managed and measurable retention results delivered.
• Hands-on experience managing renewals, including forecasting, commercial negotiations, and closing.
• Experience leading technical support organizations serving enterprise customers.
• Strong understanding of SLA management, support operations, and executive-level customer escalations.
• Experience supporting enterprise customers using data, cloud, AI, or related technology platforms.
• Working knowledge of data engineering environments and the roles of data engineers, analysts, architects, and platform teams.
• Proven experience developing customer journeys, playbooks, and health scoring systems in a startup or high-growth environment.
• Experience building customer enablement or education programs, including training, certification, documentation, and self-service resources for technical users.
• Demonstrated success improving customer satisfaction metrics and developing a strong base of referenceable customers.
• Experience designing post-sales operating models, including coverage structures, customer segmentation, service offerings, and headcount planning.
• Proven ability to scale a post-sales organization through a significant business growth stage.
• Comfortable operating strategically with executive leadership while remaining hands-on with individual customer situations when required.
• Strong analytical and problem-solving skills, with the ability to identify trends, diagnose root causes, and implement structural improvements.
• Excellent written and verbal communication skills.
• Strong executive presence and ability to build trusted relationships with senior enterprise stakeholders.
• Ability to collaborate effectively across Product, Engineering, Sales, Marketing, and Field Engineering.
• Strong leadership, coaching, organizational design, and change management capabilities.

Benefits:

• Very competitive compensation.
• Employee health insurance.
• Opportunity to have a direct impact on an innovative AI-native data platform.
• Significant end-to-end ownership and autonomy across major strategic initiatives.
• Opportunity to shape and scale the Customer Success and Support organization.
• High visibility and direct collaboration with executive leadership and cross-functional teams.
• Opportunity to influence product strategy through direct customer insights and feedback.
• Opportunity to work with enterprise customers across data, cloud, and AI environments.
• Professional growth opportunities within a rapidly evolving technology environment.
• Additional benefits and perks may be available depending on country of residence.
• Benefits and perks may vary by country.