VP of Services, Customer Success & Support

Quick Facts

• Role: VP of Services, Customer Success & Support

Description

Lead the post-sales Customer Success and Support teams, owning both business and technical customer relationships. Drive product adoption and define the customer lifecycle, including roles, handoffs, workflows, and how it informs the product roadmap. Use customer, feedback, and support metrics to improve the customer journey and advocate for customer needs at the executive level.

Responsibilities

• Drive product adoption and customer experience for the largest customers
• Define the customer lifecycle (roles, responsibilities, handoffs, workflows) and influence the product roadmap
• Lead customer-facing teams and coach Customer Success, Services, and Technical Support sub-leaders
• Measure and analyze customer data (feedback, support metrics, other customer-related data) to identify trends and improvement opportunities
• Enhance the customer journey by optimizing key touch points across interactions
• Champion the customer internally and advocate for customer needs in executive decision-making
• Partner with internal teams (pre-sales, Product Management, Machine Learning Engineering) to ensure the customer voice is reflected in strategic decisions

Requirements

• 10+ years of leadership experience developing top-performing Customer Success, Technical Support, and Services teams
• Background leading post-sales teams in ML/AI/Data Engineering
• Experience in AI, ML, Data Engineering, Cloud, SaaS, or Tech Infrastructure
• Highly customer-focused relationship builder who can proactively spot opportunities to engage customers and build loyalty
• Collaborative mindset and ability to communicate with leadership and both technical and non-technical stakeholders
• Strong experience building strategy and executing, with comfort building from the ground up

Benefits

• Weekly lunch stipend ($75/£75 or equivalent)
• Full health and dental benefits, with a separate mental health budget
• RRSP matching, 401K, Pension Scheme
• 100% parental leave top-up for up to 6 months
• Annual enrichment benefits (arts & culture, fitness/wellness, quality time, workspace improvement credit)
• Education and learning stipend (conferences, courses, coaching)
• 6 weeks of paid vacation (30 working days)
• Travel budget for other offices if remote, plus an annual company offsite
• Remote-friendly work with office locations; co-working benefit where applicable
• $500 home office stipend