Vice President, Customer Success
Location: Canada or Europe preferred (Montreal, London, Brussels, or Warsaw) | Global scope Reports to: Chief Executive Officer Travel: Up to 30%
About Black Tiger
Black 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 Role
We 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 Responsibilities
Implementation
● 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 <3% and average resolution time <3 hours.
● Use analytics to anticipate recurring issues and drive proactive prevention programs.
Team & Leadership
● Serve as a strategic executive partner to the CEO, VP of Sales, and VP of Marketing — aligning customer outcomes with company growth, product innovation, and operational excellence.
● Recruit, inspire, and scale a high-performing, bilingual (EN/FR) global organization spanning Implementation Managers, CSMs, and Support Leaders.
● Build a culture of ownership, collaboration, and continuous improvement, where teams act as trusted advisors to customers and internal partners alike.
● Establish executive-level relationships with strategic clients, influencing renewal and expansion outcomes through credibility and strategic guidance.
● Implement real-time dashboards and KPIs that provide the CEO and Board with actionable visibility into customer health, renewals, and expansion performance.
● Ensure tight cross-functional collaboration — Product & Engineering → to accelerate value delivery and to resolve technical blockers and Sales → to drive growth through renewals and expansions.
● Embed Customer Success intelligence into Salesforce, aligning forecasts and performance tracking with SPICED standards and company OKRs.
● Act as the voice of the customer across the executive table — ensuring that insights from the field drive decisions in product design, marketing, and go-to-market strategy.
Target KPIs
● NRR >110%
● Expansion SAOs sourced by CS
● Expansion Bookings Growth
● CSAT >4.0
● Support Ticket Backlog <3%
● Resolution Time <3 hours
Ideal Candidate
You are a strategic, data-driven customer success executive with deep enterprise SaaS experience — ideally in data, AI, or platform technology. You thrive in high-growth environments, lead with influence, and are passionate about turning customer value into business growth.
● 10+ years in Customer Success, Delivery, or Professional Services leadership
● Proven record of scaling global post-sales teams (>20 people)
● Experience leading complex enterprise implementations and transformations
● Skilled in executive collaboration and board-level communication
● Fluency in English and French
Why Join Us
At Black Tiger, you’ll lead from the front — shaping how enterprises achieve AI-ready data foundations. You’ll join a leadership team obsessed with excellence, velocity, and customer impact — and you’ll have the autonomy to build something extraordinary.
