Customer Success

The leader in AI-native data preparation and analysis, Prophecy is revolutionizing how the world's top enterprises turn data chaos into reliable insights. We introduce the AI-native data lifecycle (generate, refine, deploy) where our industry-leading AI agents and humans work hand-in-hand in visual and document interfaces to analyze, transform, and prepare data to ship trusted insights at enterprise scale. Join us as we build the next data revolution.

Prophecy is hiring a VP of Customer Success and Support to lead our post-sales organization and take ownership of our existing customer base. This is a senior leadership role accountable for gross retention, net dollar retention, customer satisfaction, and the quality of enablement and technical support our customers receive.

You will set the strategy for the post-sales function, defining the coverage model, segmentation, service offerings, and investment plan required to support enterprise customers as we scale. You will also own the execution: the renewal cycle from early risk identification through close, the global support function, and the systems and team that run both. As a member of the leadership team, you will represent the customer base in executive planning and serve as a primary channel between customer experience and our product roadmap, working closely with Product, Engineering, Sales, and Field Engineering.

The role requires both. We are looking for a leader who can design the operating model for a post-sales organization several times our current size, and who is equally comfortable in the renewal forecast, a customer escalation, and the weekly account health review.

• Own gross retention and net dollar retention targets for the installed base.
• Forecast renewals with the same discipline applied to new business, and be accountable for the accuracy of that forecast.
• Manage the renewal cycle end to end, including early risk identification, commercial strategy, negotiation, and close.
• Establish a health scoring and risk review cadence that identifies at-risk accounts at least one quarter in advance, with a named owner and a documented plan for each.
• Identify and develop expansion opportunities across new teams, workloads, and use cases, partnering with Sales on the commercial motion.

• Own customer satisfaction as a measured outcome, including NPS and CSAT at both the account and the support interaction level, and act on what the results show.
• Establish consistent feedback channels, including surveys, executive business reviews, and post-escalation reviews, and close the loop with customers on what changed as a result.
• Build a referenceable customer base, working with Marketing and Sales on case studies, customer references, speaking opportunities, and peer review sites.
• Develop a customer advisory board and user community that give customers a direct channel to our roadmap and to each other.

• Lead the global support organization, including SLA attainment, first response time, time to resolution, backlog management, and coverage planning.
• Serve as the executive point of contact for critical escalations and coordinate with Engineering through to resolution.
• Build knowledge management and self-service resources so that ticket volume does not scale linearly with customer growth.
• Analyze recurring support themes and work with Product and Engineering to address root causes.

• Own onboarding and enablement, with defined plans, training programs, and milestones that bring new customers to production use quickly.
• Build a customer education program covering role-based training, documentation, and self-service content, so that customer teams can operate the platform independently.
• Grow the number of trained, active users within each account. Treat user proficiency and breadth of adoption as leading indicators for renewal and expansion.
• Monitor consumption and adoption patterns, and intervene when usage declines or stalls.
• Define the business outcomes each customer expects, measure progress against them, and report results to customer executives.

• Define the post-sales strategy, including the coverage model, customer segmentation, and the service offerings we provide at each tier.
• Own the headcount and investment plan for Customer Success and Support, and make the case for it to the executive team.
• Determine where we scale through people,…