Senior VP Client Delivery (SaaS)

TL;DR

Senior VP Client Delivery (SaaS): Leading the global post-sales organization across Customer Success, Professional Services, and Technical Support with an accent on driving NRR/GRR targets and seamless customer lifecycle management. Focus on scaling international delivery teams, optimizing implementation methodologies, and fostering deep platform adoption for a global data science and AI enterprise.

Location: Must be based in the US (Austin or Remote US).

Company

A global pioneer in Data Science and AI providing an open and intuitive platform for turning complex data into actionable insights.

What you will do

• Lead global Customer Success, Professional Services, and Technical Support functions to drive platform adoption and retention.
• Own global strategy for NRR and GRR, implementing health scoring and proactive churn intervention.
• Direct Professional Services to ensure efficient implementation and rapid time-to-value for clients.
• Oversee global Technical Support, defining SLAs and implementing AI-assisted workflows to improve efficiency.
• Recruit and develop leadership talent while fostering a unified global Client Delivery culture.
• Collaborate with Sales and Product teams to align on renewal strategies, expansion pipelines, and product feedback loops.

Requirements

• 15+ years in post-sale customer-facing roles with 5+ years in VP-level leadership within global SaaS or enterprise technology.
• Proven track record managing NRR/GRR targets of $50M+ and scaling international teams across North America, EMEA, and APAC.
• Deep understanding of SaaS customer lifecycle economics including CAC payback, LTV, and churn drivers.
• Experience managing complex P&L responsibilities for service delivery and PS as a revenue-generating function.
• Proficiency with CS platforms, ticketing systems like Zendesk or Salesforce Service Cloud, and PSA tools.
• Bachelor's degree required; MBA or equivalent advanced degree preferred.

Culture & Benefits

• Impactful leadership role within a global pioneer in Data Science and AI.
• Diverse international team environment valuing transparency and low-ego collaboration.
• Flexible working hours and a setup designed for cross-time zone collaboration.
• Comprehensive benefits package supporting well-being and professional growth.