---
title: 'VP of Customer Success and Support at Prophecy'
canonical: 'https://feeny.ai/job/vp-of-customer-success-and-support-prophecy-united-states-nsh4w5z56cfm'
type: 'job'
last_seen: '2026-09-18'
---

# VP of Customer Success and Support at Prophecy

- **Company:** Prophecy
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-09-15
- **Last confirmed live:** 2026-09-18
- **Apply:** https://job-boards.greenhouse.io/prophecysimpledatalabs/jobs/5235890007

## Job description

## About Prophecy

The leader in AI-native data preparation and analysis, Prophecy is revolutionizing how the world's top enterprises turn data chaos into reliable insights. We introduce the AI-native data lifecycle (generate, refine, deploy) where our industry-leading AI agents and humans work hand-in-hand in visual and document interfaces to analyze, transform, and prepare data to ship trusted insights at enterprise scale. Join us as we build the next data revolution.

## About The Role

Prophecy is hiring a VP of Customer Success and Support to lead our post-sales organization and take ownership of our existing customer base. This is a senior leadership role accountable for gross retention, net dollar retention, customer satisfaction, and the quality of enablement and technical support our customers receive.

You will set the strategy for the post-sales function, defining the coverage model, segmentation, service offerings, and investment plan required to support enterprise customers as we scale. You will also own the execution: the renewal cycle from early risk identification through close, the global support function, and the systems and team that run both. As a member of the leadership team, you will represent the customer base in executive planning and serve as a primary channel between customer experience and our product roadmap, working closely with Product, Engineering, Sales, and Field Engineering.

The role requires both. We are looking for a leader who can design the operating model for a post-sales organization several times our current size, and who is equally comfortable in the renewal forecast, a customer escalation, and the weekly account health review.

## Responsibilities

Retention and Renewals

- Own gross retention and net dollar retention targets for the installed base.
- Forecast renewals with the same discipline applied to new business, and be accountable for the accuracy of that forecast.
- Manage the renewal cycle end to end, including early risk identification, commercial strategy, negotiation, and close.
- Establish a health scoring and risk review cadence that identifies at-risk accounts at least one quarter in advance, with a named owner and a documented plan for each.
- Identify and develop expansion opportunities across new teams, workloads, and use cases, partnering with Sales on the commercial motion.

Customer Satisfaction and Advocacy

- Own customer satisfaction as a measured outcome, including NPS and CSAT at both the account and the support interaction level, and act on what the results show.
- Establish consistent feedback channels, including surveys, executive business reviews, and post-escalation reviews, and close the loop with customers on what changed as a result.
- Build a referenceable customer base, working with Marketing and Sales on case studies, customer references, speaking opportunities, and peer review sites.
- Develop a customer advisory board and user community that give customers a direct channel to our roadmap and to each other.

Technical Support

- Lead the global support organization, including SLA attainment, first response time, time to resolution, backlog management, and coverage planning.
- Serve as the executive point of contact for critical escalations and coordinate with Engineering through to resolution.
- Build knowledge management and self-service resources so that ticket volume does not scale linearly with customer growth.
- Analyze recurring support themes and work with Product and Engineering to address root causes.

Enablement and Adoption

- Own onboarding and enablement, with defined plans, training programs, and milestones that bring new customers to production use quickly.
- Build a customer education program covering role-based training, documentation, and self-service content, so that customer teams can operate the platform independently.
- Grow the number of trained, active users within each account. Treat user proficiency and breadth of adoption as leading indicators for renewal and expansion.
- Monitor consumption and adoption patterns, and intervene when usage declines or stalls.
- Define the business outcomes each customer expects, measure progress against them, and report results to customer executives.

Strategy and Organizational Design

- Define the post-sales strategy, including the coverage model, customer segmentation, and the service offerings we provide at each tier.
- Own the headcount and investment plan for Customer Success and Support, and make the case for it to the executive team.
- Determine where we scale through people, through product, and through self-service, and sequence those investments as the business grows.
- Establish the metrics framework for the function and set the targets the organization is measured against.

## Team and Operations

- Recruit, develop, and lead the Customer Success and Support organization. Set clear performance expectations and provide regular coaching and feedback.
- Implement the playbooks, health scoring, success plans, and tooling required to deliver consistent results at scale.
- Run the operating cadence for the post-sales organization, including renewal pipeline reviews, risk reviews, support metrics, and customer satisfaction reporting.
- Report on the state of the customer base to the executive team and the board.

Executive Engagement

- Build and maintain relationships with executive stakeholders across our enterprise accounts.
- Represent customer priorities internally and partner with Product, Engineering, Sales, and Field Engineering on roadmap decisions.

## Requirements

- 10+ years in customer success, support, or post-sales leadership, including at least 5 years leading both customer success and support teams at a high-growth B2B SaaS company.
- Direct accountability for a retention target, gross retention or net dollar retention, with the ability to discuss the size of the book you managed and the results you delivered.
- Hands-on experience with renewals, including forecasting, commercial negotiation, and closing.
- Experience leading a technical support function for enterprise customers, including SLA management and executive escalations.
- Background supporting enterprise customers on data, cloud, or AI platforms, with a working understanding of data engineering roles including data engineers, analysts, architects, and platform teams.
- Track record of building customer journeys, playbooks, and health scoring systems in a startup or high-growth environment.
- Experience building a customer enablement or education program, including training, certification, and self-service content for technical users.
- Demonstrated results improving customer satisfaction measures and building a base of referenceable customers who will speak publicly about the product.
- Experience designing a post-sales operating model, including coverage, segmentation, and headcount planning, and scaling an organization through a significant growth stage.
- Comfort operating at both levels: setting strategy with the executive team and working directly on individual accounts when the situation requires it.
- Strong analytical skills, with the ability to identify trends, diagnose root causes, and implement structural fixes.
- Excellent written and verbal communication skills, and the executive presence to engage senior stakeholders at enterprise customers.

## Benefits and Perks

- Employee health insurance
- Very competitive compensation
- Ability to have your fingerprint on an innovative platform
- End-to-end ownership of your projects
- And more!

*Benefits and perks may vary per country

Our Commitment to Diversity and Inclusion

At Prophecy, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Prophecy are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, political affiliation, race, religion, sexual orientation, socio-economic status, and any other protected characteristics.

Your submission of this information is governed by our privacy policy and our use thereof.

## About Prophecy

## Company Overview
- **One-liner**: Prophecy is an AI-powered data preparation and analysis platform that lets business teams describe data needs in natural language and automatically generates production-ready visual data workflows.
- **Entity Type**: Private (funding stage not publicly disclosed)
- **Headquarters**: Palo Alto, California, United States
- **Founded**: 2017
- **Founders**: Raj Bains (CEO), Vikas Marwaha, Maciej Szpakowski

## Core Business
- **Primary industry**: AI data preparation and analysis, cloud-native data engineering
- **Target customers**: B2B enterprise — Fortune 500 companies in finance, healthcare, retail, and technology; business data teams and analysts
- **Mission**: “Make insights faster, more reliable, and accessible to everyone” by uniting AI, simplicity, and powerful systems so every team can build, refine, and share data together.

## Products & Services
- **[Prophecy Platform – Agentic Data Prep & Analysis](https://www.prophecy.ai/)**: A SaaS platform that uses AI agents (powered by Claude Code) to automatically generate visual data workflows from plain‑English descriptions. Users inspect, refine, and validate the logic, then deploy as high‑performance code on Databricks, Snowflake, or BigQuery. Supports both standalone use and native deployment on existing cloud data platforms. Offers a free Professional tier and an Express tier with onboarding support.

## Market Standing
- **Valuation / Market Cap**: Not publicly available
- **Key Metric**: Total funding not disclosed; annual revenue not publicly available
- **Notable Investors / Partners**: Board members include Ilya Kirnos, George Mathew, Burke Norton, Kai Yang, Elena Zislin (specific investment firms not listed). Trusted by leading enterprises including HSBC, JP Morgan, Microsoft, Amgen, ClearWater, SAP, Ralph Lauren, Deutsche Telekom, Marks & Spencer, and Toyota.
- **Growth Signals**: 173 employees (LinkedIn, as of mid‑2026); 13 active job postings (+225% quarterly); 32,189 LinkedIn followers (+1.9% monthly). Offices in Palo Alto (HQ), Bengaluru, and Gurgaon.

## Competitive Advantages
- **AI‑first approach**: Specialized AI agents that understand data context and generate pipelines from natural language, reducing manual engineering from hours to minutes.
- **Cloud‑native, no vendor lock‑in**: Runs natively on Databricks, Snowflake, and BigQuery; produces open, production‑grade code that stays under the customer’s governance.
- **Human‑in‑the‑loop validation**: Visual workflows allow business users to inspect and refine every step, building trust and ensuring accuracy.
- **Enterprise‑grade**: Role‑based access control, audit logging, compliance certifications, and dedicated support.

## Strategic Focus
- **Democratizing data work**: Shifting data preparation and analysis from specialist engineers to business users, enabling self‑service analytics.
- **AI‑driven data lifecycle**: Expanding the “generate → refine → deploy” loop with multi‑modal collaboration (text, visual, code).
- **Deep platform integrations**: Continuing to build native support for major cloud data platforms and expanding enterprise partnerships.

## Why Work Here
- **Culture**: Described as “fast‑moving,” “curious builders and bold thinkers,” with values of respect, ownership, humility, and innovation. Emphasis on customer impact and growing together.
- **Work policy**: Hybrid in San Francisco (HQ); remote options for some roles (e.g., Senior Product Manager – Structured Finance, Director Strategic Partnerships). Engineering roles available in Bengaluru and Gurgaon.
- **Engineering culture**: Work on AI agents, distributed systems, and visual design tools. Opportunities to shape the future of data workflows and collaborate with a diverse, cross‑continental team.
- **Notable perks**: Not explicitly listed, but the company offers free Professional tier for individuals and a 90‑day onboarding program (Prophecy Express) for organizations.

## Sources
1. [Prophecy AI – Homepage](https://www.prophecy.ai/)
2. [Prophecy AI – About Page](https://www.prophecy.ai/about)
3. [Prophecy AI – Careers Page](https://www.prophecy.ai/careers)
4. [LinkedIn – Prophecy](https://www.linkedin.com/company/prophecy-ai)
5. [Greenhouse Job Board – Prophecy](https://job-boards.greenhouse.io/prophecysimpledatalabs/jobs/5118369007)

## Other roles at Prophecy

- [Enterprise Customer Success Manager](https://feeny.ai/job/enterprise-customer-success-manager-prophecy-united-states-rf8wabgf6bkf) — United States
- [Enterprise Account Executive](https://feeny.ai/job/enterprise-account-executive-prophecy-united-states-wwv70rxwqkqx) — United States
- [Senior Director of Revenue Operations](https://feeny.ai/job/senior-director-of-revenue-operations-prophecy-united-states-ekzgh72nwdwq) — United States
- [Marketing SDR](https://feeny.ai/job/marketing-sdr-prophecy-united-states-3bwg739n85eq) — United States
- [Staff Software Engineer](https://feeny.ai/job/staff-software-engineer-prophecy-bengaluru-ajn5c1dz8kc0) — Bengaluru, India
- [Senior DevOps Engineer](https://feeny.ai/job/senior-devops-engineer-prophecy-bengaluru-dkghe8zj42rq) — Bengaluru, India
- [Director, Strategic Partnerships](https://feeny.ai/job/director-strategic-partnerships-prophecy-san-francisco-rj7zwqemztga) — San Francisco, CA