Senior VP Client Delivery
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.