Vice President, Customer Success

1 week ago

Montreal, Quebec, Canada Bloom Equity Partners Full time

Vice President, Customer SuccessLocation: Canada or Europe preferred (Montreal, London, Brussels, or Warsaw) | Global scope Reports to: Chief Executive Officer Travel: Up to 30%About Black TigerBlack Tiger is rebuilding trust in enterprise data. Our mission is to help the world's leading organizations unify, govern, and activate their data with speed, intelligence, and transparency. We're a fast-growing European-rooted Master Data Management (MDM) and AI-powered Data Operations company undergoing an ambitious transformation under new leadership and private-equity ownership.We are customer-obsessed, people-first, and united by a bold vision: to make trusted data the foundation of every intelligent enterprise.The RoleWe are looking for a Vice President of Customer Success (VP-CS) to join our executive team and lead all aspects of the customer experience — from onboarding to advocacy.As VP-CS, you will be the architect of a customer-obsessed organization that delivers measurable outcomes, world-class service, and trusted partnerships. You'll unify our Implementations, Customer Success, and Support teams into one seamless engine of retention, expansion, and value realization.You'll be a key partner to the CEO and executive team, helping shape how Black Tiger delivers, scales, and grows with its customers through a period of rapid innovation, AI-first transformation, and international expansion.Key ResponsibilitiesImplementation● Lead all customer implementations — ensuring projects are delivered on time, on scope, and on value with a >95% go-live success rate.● Standardize delivery methodology through playbooks, BOMs, and architecture templates.● Establish governance frameworks for project planning, risk tracking, and success criteria.● Reduce average implementation time by 50% while maintaining >90% customer satisfaction (CSAT).● Drive early value realization — measurable business impact within 90 days post go-live.Customer Success● Own the end-to-end customer lifecycle, from onboarding through renewal and expansion.● Develop and execute structured Health Check, Quarterly Business Review, and AI-Readiness programs across top accounts.● Guarantee Net Revenue Retention (NRR) >110% and renewals forecasted with >90% accuracy.● Partner with Sales to identify and execute expansion opportunities.● Define and track Success Plans and Value KPIs (data quality %, time-to-insight reduction, AI readiness).● Build customer advocacy through quarterly case studies, testimonials, and reference programs.● Collaborate with Product, Engineering, and Marketing to ensure customer insights directly shape the roadmap and market positioning.Customer Support● Build a world-class Support organization integrated with Salesforce Service Desk and a self-service knowledge base.● Reduce ticket response and resolution times by 40%, maintaining CSAT >4.0.● Establish tiered SLAs, escalation paths, and root-cause analysis for continuous improvement.● Ensure ticket backlog 4.0● Support Ticket Backlog

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