Job Description:

• Ensure every signed contract translates into realized client value by leading a world-class post-sales organization across Customer Success, Professional Services, and Support - driving seamless implementation, strategic adoption, retention, and measurable outcomes globally.
• Provide strategic leadership for the Customer Success, Professional Services, and Technical Support functions globally.
• Own the global strategy for renewals and expansion to consistently drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Establish health scoring, early warning systems, and proactive intervention playbooks to reduce churn risk.
• Build a scalable, segmented CS model - high-touch for strategic/key accounts and tech-touch for SMB/Mid-Market.
• Direct the Professional Services organization for efficient implementation and rapid time-to-value across new and existing clients.
• Drive PS revenue, utilization, and margin performance with strong project governance, risk management, and escalation protocols.
• Oversee the global Technical Support function, ensuring timely, high-quality problem-solving and industry-leading support ratings.
• Define and enforce SLAs, CSAT targets, and resolution benchmarks across all tiers and channels.
• Implement support tooling, AI-assisted workflows, self-service resources, and knowledge programs to improve efficiency and deflect low-complexity tickets.
• Recruit, develop, and retain leaders and individual contributors across all three functions, fostering a unified Client Delivery culture and clear career paths.
• Collaborate with Sales to decrease ramp time, increase win rates, and align on renewal strategy and expansion pipeline.
• Partner with Product to surface customer feedback and close the loop on product gaps; engage the VP Solutions on implementation scoping and pre-sales commitments.
• Maintain executive-level dashboards tracking NRR, CSAT, time-to-value, ticket volume/resolution, and utilization.
• Report regularly to the executive team and board on customer health, retention performance, and delivery capacity.

Requirements:

• 15+ years in post-sale customer-facing roles, with 5+ years leading multiple delivery functions (CSM, Professional Services, Support) at VP level or above in a global SaaS or enterprise technology environment.
• Proven track record owning NRR/GRR targets of $50M+ and driving measurable improvements in retention, expansion, and time-to-value.
• Demonstrated ability to scale international teams across North America, EMEA, and APAC and manage complex P&L responsibilities for service delivery, including PS as a revenue-generating function.
• Strong record partnering with Sales to optimize win rates and streamline the transition from contract to implementation.
• Deep understanding of SaaS customer lifecycle economics — CAC payback, LTV, NRR, GRR, and churn drivers.
• Proficiency with CS platforms, ticketing systems (Zendesk, Salesforce Service Cloud), and PSA tools.
• Strong commercial acumen with experience negotiating renewals and managing C-suite escalations; able to balance operational rigor with genuine customer empathy.
• Bachelor's degree required; MBA or equivalent advanced degree preferred.

Benefits:

• Impact & Ownership: Lead a critical pillar of a global pioneer in Data Science and AI, with the autonomy to shape the future of our client delivery strategy.
• Purpose-Driven Work: Help organizations worldwide turn complex data into actionable insights using our open and intuitive platform.
• Global Culture: Join a diverse, international team of 30+ nationalities that values transparency, low-ego collaboration, and "quiet excellence."
• Flexibility: Flexible working hours and a setup that supports collaboration across time zones.
• Comprehensive Support: Benefits designed to support your well-being and professional growth, both in and beyond the workplace.