O pozici
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.
As Senior VP Client Delivery, you provide strategic leadership for the Customer Success, Professional Services, and Technical Support functions globally. Reporting to the Executive VP of Revenue, you own the full post-sale customer lifecycle - bridging the gap between sales and long-term success, and partnering closely with Sales, Partners, and Product to ensure customers realize measurable value and the company achieves its Net Revenue Retention (NRR) targets.
Co budeš dělat
- Lead the Customer Success team in driving deep platform adoption, long-term value realization, and renewals across the global customer base.
- 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.
- Develop implementation methodologies, project frameworks, and a library of repeatable delivery assets and accelerators.
- 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.
- Oversee the technology stack supporting delivery teams (CSP, ticketing, PSA, knowledge management).
- Report regularly to the executive team and board on customer health, retention performance, and delivery capacity.
Koho hledáme
- 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.
Benefity
- 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.
