# VP, Professional Services

**Company:** [Starburst](https://hotfix.jobs/companies/starburst)
**Location:** Boston, MA
**Role:** Customer Success
**Salary:** $240k – $300k/yr
**Experience:** 8+ years
**Skills:** Customer Success, professional services, Customer Relationship Management, health scoring, renewal forecasting, grr, nrr, B2B SaaS, Data Platforms, data federation, query engines, data lakes, trino, presto, apache iceberg
**Posted:** 2026-08-06

> Leads and scales a multifunction post-sales organization spanning customer success, enterprise architecture, professional services, and educational services. The role owns onboarding, adoption, renewals, expansion, customer health, and retention outcomes for technically complex enterprise software customers.

## Job Description

## Responsibilities
- Own post-sales strategy and outcomes across onboarding, adoption, renewals, and expansion, with accountability for GRR, NRR, and churn reduction.
- Hire, develop, and manage Customer Success Managers, Enterprise Architects, Technical Engagement Managers, Professional Services, and Educational Services teams.
- Build the organization structure, coverage model, and career paths needed to scale.
- Drive customer value realization by accelerating production usage and measuring and communicating outcomes.
- Partner with Sales and Account Management on renewal forecasting, risk mitigation, and expansion opportunities.
- Develop scalable onboarding, adoption, health-scoring, and escalation playbooks for diverse customer segments.
- Represent the customer internally and collaborate with Product and Engineering on systemic issues and roadmap priorities.
- Serve as an executive escalation point for at-risk accounts, technical blockers, and strategic customer relationships.
- Own post-sales metrics and reporting, including adoption, health scores, GRR, NRR, churn, and expansion pipeline.
- Define professional services offerings and post-sales investment by customer segment in partnership with Product and Sales leadership.

## Requirements
- 8+ years of experience in Customer Success, post-sales, or related revenue leadership roles.
- 3–5 years managing managers or scaling a multi-function post-sales organization.
- Experience in enterprise infrastructure, data platforms, or developer-tooling software.
- Track record of improving GRR, NRR, and renewal outcomes in B2B SaaS or enterprise software.
- Technical fluency with data federation, query engines, data lakes, and open table formats such as Iceberg.
- Experience building post-sales functions during a scaling stage, including segmentation, health scoring, and coverage models.
- Strong cross-functional collaboration skills with Sales, Product, and Engineering leadership.
- Executive presence and experience serving as an escalation point for strategic enterprise accounts.
- Data-driven approach to operating with metrics dashboards.

## Nice to Have
- Experience at an open-source-adjacent or infrastructure company.
- Familiarity with Trino, Presto, distributed SQL engines, or lakehouse architectures such as Iceberg, Delta Lake, and Hudi.
- Experience scaling from mid-market to enterprise-heavy ACV or through a Series C+ growth stage.
- Experience owning a professional services P&L or delivery organization.

## Compensation and Benefits
- Salary range: $240,000–$300,000 USD across U.S. locations; may include variable compensation such as commission or bonus.
- Equity packages through ISOs.
- Competitive pay, stock grants, flexible paid time off, and additional benefits.

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