VP of Services, Customer Success & Support

Skills

About the Role

You will lead the Customer Success and Support teams, drive product adoption and customer experience for the largest customers, define the customer lifecycle, coach sub-function leaders, analyze customer data, optimize the customer journey, and advocate for customers at the executive level while partnering with pre-sales, Product, and ML engineering.

Requirements

• 10+ years of leadership experience developing teams in Customer Success, Technical Support and Services
• Work experience in AI, ML, Data Engineering, Cloud, SaaS or Tech Infra
• Customer focus and relationship building
• Collaborative communication with technical and non-technical stakeholders
• Experience building strategy and building from the ground up

Responsibilities

• Drive product adoption and customer experience for largest customers
• Define the customer lifecycle, roles, handoffs, and workflows and influence the product roadmap
• Lead customer-facing teams and coach sub-function leaders in Customer Success, Services, and Technical Support
• Analyze customer data, feedback, and support metrics to develop insights
• Enhance the customer journey and optimize key touch points
• Advocate for the customer in executive decision-making
• Partner with pre-sales, Product Management, and ML Engineering

Benefits

• Weekly lunch stipend of $75/£75
• Full health and dental benefits with separate mental health budget
• RRSP matching, 401K, Pension Scheme
• 100% parental leave top-up for up to 6 months
• Annual enrichment benefits
• Education and learning stipend
• 6 weeks of paid vacation
• Travel budget to other offices and annual company offsite
• Co-working benefit
• $500 home office stipend
• Equity