VP of Customer Success and Support

About Prophecy 

Prophecy is the data copilot company. Fortune 500 enterprises - including the largest institutions in banking, insurance, healthcare & life sciences, and technology - rely on Prophecy Data Transformation Copilot to accelerate AI and analytics by delivering data that is clean, trusted, and timely. Prophecy enables all data users and makes them productive by helping develop, deploy, and observe data pipelines on cloud data platforms. Organizations trust Prophecy for the most demanding workloads, including tens of thousands of data pipelines that deliver massive volumes of data for AI and analytics.

Prophecy is backed by top VCs and investors including Insight Partners, SignalFire, Databricks, and JPMorgan Chase.

About The Role 

As the VP of Customer Success & Support, you will spearhead a world-class team dedicated to ensuring Prophecy customers achieve rapid time-to-value, drive data product adoption, and receive top-tier technical support. Your leadership will be pivotal in shaping our roadmap and customer journey, acting as a key voice of the customer and collaborating cross-functionally with Product, Field Engineering, Sales, and Marketing.

You Will Be Responsible For the Following:

• Customer Success Strategy
  • Onboarding and Enablement: Develop and implement a scalable strategy for onboarding new customers, providing comprehensive enablement resources, and driving initial adoption. This includes creating clear onboarding plans, tailored training programs, and self-service resources to accelerate user proficiency.
  • Adoption and Retention: Implement strategies to drive ongoing product adoption and customer retention. This involves monitoring customer usage patterns, identifying opportunities for expansion, and proactively addressing potential churn risks.
  • Customer Outcomes and Advocacy: Define and track key customer outcomes that lead to renewals, upsells, and long-term advocacy. This includes establishing success metrics, implementing customer health scoring, and fostering a community of engaged customer advocates.
• Support Leadership
  • Global Support Oversight: Oversee the global support function, ensuring adherence to Service Level Agreements (SLAs) and timely resolution of customer issues with empathy and professionalism.
  • Support Systems and Metrics: Implement robust systems, tooling, and metrics to measure and continuously improve service levels, response times, and customer satisfaction.
  • Knowledge Management: Establish a knowledge management system to capture and share best practices, troubleshooting guides, and solutions, enabling efficient issue resolution and self-service support.
• Team Building & Leadership
  • Talent Acquisition and Development: Recruit, hire, and develop a high-performing Customer Success & Support team. This includes attracting top talent, providing ongoing training and development opportunities, and fostering a culture of excellence.
  • Leadership and Mentorship: Provide coaching and mentorship to team members, fostering a culture of accountability, collaboration, and continuous improvement.
  • Performance Management: Implement clear performance expectations, provide regular feedback, and recognize and reward high-performing team members.
• Executive Engagement & Advocacy
  • Executive Relationships: Cultivate strong relationships with executive stakeholders at our enterprise customers, serving as a trusted advisor and strategic partner.
  • Customer Advocacy: Act as a vocal advocate for the customer, ensuring their feedback and needs are heard and addressed by internal teams.
  • Cross-Functional Collaboration: Partner closely with Product, Engineering, Sales and Services teams to ensure the voice of the customer informs roadmap decisions and product enhancements.
• Customer Insights & Operational Excellence
  • Key Metrics Tracking: Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rate, and expansion opportunities to optimize the customer journey and identify areas for improvement.
  • Operational Rigor: Drive operational rigor by implementing playbooks, health scoring, and success plans at scale, ensuring consistent and effective customer engagement.
• Process Optimization: 
  • Continuously evaluate and optimize customer success processes, leveraging data and insights to enhance efficiency and effectiveness.

Requirements

• 10+ years of experience in customer success or post-sales leadership, with at least 5 years managing CS and Support teams at a high-growth B2B SaaS company.
• Experience supporting enterprise customers in data, cloud, or AI-related platforms, with a strong understanding of data engineering personas (Data Engineers, Analysts, Architects, Platform teams)
• Proven success in building scalable customer journeys, processes, and playbooks that drive adoption, retention, and expansion
• Exceptional leadership, communication, and executive presence, with the ability to inspire and motivate teams
• Comfortable rolling up your sleeves and building systems and processes in a fast-paced startup environment, demonstrating a bias for action and a willingness to learn.
• Strong analytical and problem-solving skills, with the ability to identify trends, diagnose root causes, and implement effective solutions.
• Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly and concisely to diverse audiences.

Benefits and Perks 

• Prophecy covers 99% of employee health insurance premiums and 75% for dependents
• Celebrate your birthday and anniversary with a day off!
• Flexible PTO 
• Prophecy provides employees with a $500 professional development reimbursement every year
• Company sponsored Long Term Disability and Life Insurance
• FSA/HSA
• Ability to have your fingerprint on an innovative platform
• End-to-end ownership of your projects
• And more!

*Benefits and perks may vary per country

Our Commitment to Diversity and Inclusion

At Prophecy, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Prophecy are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, political affiliation, race, religion, sexual orientation, socio-economic status, and any other protected characteristics.

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