Starburst17 days ago
VP, Professional Services
Salary not specified
MARKET
13,534 ₽median for this role
Tech Lead / Team Lead · 166 jobs with disclosed pay
5,250half of the offers: 9,771–18,1061.2 млн
The employer didn't disclose pay — compare with the market yourself.
Boston
Responsibilities
- 01Own post sales strategy and outcomes. Build and execute the strategy for onboarding, adoption, renewals, and expansion across the installed base, with clear accountability for GRR, NRR, and churn reduction.
- 02Lead and scale the team. Hire, develop, and manage a team of CSMs, Enterprise Architects, Technical Engagement Managers, Professional Services, and Educational Services. Build the org structure, coverage model, and career paths needed to scale with the business.
- 03Drive value realization. Ensure customers move from initial deployment to production usage quickly, and that value is measured and communicated back to the customer.
- 04Own the renewal and expansion motion. Partner closely with Sales/Account Management on renewal forecasting, risk mitigation, and identifying expansion opportunities (new use cases, new business units, consumption growth).
- 05Build scalable playbooks. Develop repeatable onboarding, adoption, health-scoring, and escalation processes that work across a diverse customer base — from fast-moving digital natives to large, complex enterprise accounts.
- 06Be the voice of the customer internally. Work cross-functionally with Product and Engineering to surface systemic issues, influence roadmap prioritization, and ensure customer feedback shapes the platform.
- 07Manage escalations. Act as an executive point of escalation for at-risk accounts, technical blockers, or strategic customer relationships.
- 08Report on health and performance. Own postsales metrics and reporting (adoption, health scores, GRR/NRR, churn, expansion pipeline) for leadership and the board.
- 09Own packaging and services strategy. Define professional services offerings and how postsales investment maps to customer segments (enterprise vs. mid-market, self-serve vs. high-touch), in partnership with Product and Sales leadership.
Requirements
- 018+ years of experience in Customer Success, Postsales, or related revenue leadership roles, with at least 3-5 years managing managers or scaling a multi-function postsales org.
- 02Experience in enterprise infrastructure, data platform, or developer-tooling software (data warehousing, data lakes, databases, analytics, or similar technical categories strongly preferred).
- 03Track record of owning and improving GRR/NRR and renewal outcomes in a B2B SaaS or enterprise software environment.
- 04Comfort operating in technically complex sales cycles — you don't need to write SQL yourself, but you should be conversant enough with concepts like data federation, query engines, data lakes, and open table formats (e.g., Iceberg) to earn credibility with technical customers and your own Enterprise Architects.
- 05Experience building a postsales function from a still-scaling stage (not just running an already-mature machine) — including defining segmentation, health scoring, and coverage models.
- 06Strong cross-functional collaboration skills, particularly with Sales, Product, and Engineering leadership.
- 07Executive presence and experience serving as an escalation point for strategic enterprise accounts.
- 08Data-driven approach to running the business — comfortable owning a metrics dashboard and using it to drive team behavior, not just report results.
- 09Prior experience at an open-source-adjacent or infrastructure company (databases, query engines, data platforms, cloud infrastructure).
- 10Familiarity with Trino, Presto, or similar distributed SQL engines, or with data lakehouse architectures (Iceberg, Delta Lake, Hudi).
- 11Experience in a company transitioning from mid-market to enterprise-heavy ACV, or scaling through a Series C+/growth stage.
- 12Experience owning a professional services P&L or delivery organization.
What we offer
- 01Salary range: $240,000 – $300,000 USD (may include variable compensation such as commission or bonus)
- 02Location: Boston area preferred; open to other US remote locations
- 03Equity: ISO packages provided
- 04Benefits: comprehensive benefits offering