Senior VP Client Delivery (m/f/d) in Austin, TX or remote US at KNIME Inc.

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

0.0

Posted On

09 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Professional Services Leadership, Technical Support Management, Net Revenue Retention, Gross Revenue Retention, Churn Reduction, P&L Management, SaaS Economics, Strategic Leadership, Implementation Methodology, C-Suite Escalation Management, Global Team Scaling, Project Governance, Customer Health Scoring, Renewal Strategy, Cross-functional Collaboration

Industry

Description

Why join the talent pool Mission Ensure every signed contract translates into realized client value by leading a world-class post-sales organization across Customer Success, Professional Services, and Support - driving seamless implementation, strategic adoption, retention, and measurable outcomes globally. Role Overview As Senior VP Client Delivery, you provide strategic leadership for the Customer Success, Professional Services, and Technical Support functions globally. Reporting to the Executive VP of Revenue, you own the full post-sale customer lifecycle - bridging the gap between sales and long-term success, and partnering closely with Sales, Partners, and Product to ensure customers realize measurable value and the company achieves its Net Revenue Retention (NRR) targets. Responsibilities Lead the Customer Success team in driving deep platform adoption, long-term value realization, and renewals across the global customer base. Own the global strategy for renewals and expansion to consistently drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Establish health scoring, early warning systems, and proactive intervention playbooks to reduce churn risk. Build a scalable, segmented CS model - high-touch for strategic/key accounts and tech-touch for SMB/Mid-Market. Direct the Professional Services organization for efficient implementation and rapid time-to-value across new and existing clients. Develop implementation methodologies, project frameworks, and a library of repeatable delivery assets and accelerators. Drive PS revenue, utilization, and margin performance with strong project governance, risk management, and escalation protocols. Oversee the global Technical Support function, ensuring timely, high-quality problem-solving and industry-leading support ratings. Define and enforce SLAs, CSAT targets, and resolution benchmarks across all tiers and channels. Implement support tooling, AI-assisted workflows, self-service resources, and knowledge programs to improve efficiency and deflect low-complexity tickets. Recruit, develop, and retain leaders and individual contributors across all three functions, fostering a unified Client Delivery culture and clear career paths. Collaborate with Sales to decrease ramp time, increase win rates, and align on renewal strategy and expansion pipeline. Partner with Product to surface customer feedback and close the loop on product gaps; engage the VP Solutions on implementation scoping and pre-sales commitments. Maintain executive-level dashboards tracking NRR, CSAT, time-to-value, ticket volume/resolution, and utilization. Oversee the technology stack supporting delivery teams (CSP, ticketing, PSA, knowledge management). Report regularly to the executive team and board on customer health, retention performance, and delivery capacity. Requirements 15+ years in post-sale customer-facing roles, with 5+ years leading multiple delivery functions (CSM, Professional Services, Support) at VP level or above in a global SaaS or enterprise technology environment. Proven track record owning NRR/GRR targets of $50M+ and driving measurable improvements in retention, expansion, and time-to-value. Demonstrated ability to scale international teams across North America, EMEA, and APAC and manage complex P&L responsibilities for service delivery, including PS as a revenue-generating function. Strong record partnering with Sales to optimize win rates and streamline the transition from contract to implementation. Deep understanding of SaaS customer lifecycle economics — CAC payback, LTV, NRR, GRR, and churn drivers. Proficiency with CS platforms, ticketing systems (Zendesk, Salesforce Service Cloud), and PSA tools. Strong commercial acumen with experience negotiating renewals and managing C-suite escalations; able to balance operational rigor with genuine customer empathy. Bachelor's degree required; MBA or equivalent advanced degree preferred. Leveling This is a senior executive leadership position reporting directly to the Executive VP of Revenue. What Success Looks Like Gross and Net Revenue Retention targets are consistently exceeded through proactive engagement and strategic renewals. Time to value for new clients is significantly reduced through streamlined implementation and adoption playbooks. Customer support ratings remain consistently high, reflecting a culture of excellence in technical problem-solving. Sales efficiency is improved by decreasing ramp times and increasing win rates through better post-sales alignment. What we offer Impact & Ownership: Lead a critical pillar of a global pioneer in Data Science and AI, with the autonomy to shape the future of our client delivery strategy. Purpose-Driven Work: Help organizations worldwide turn complex data into actionable insights using our open and intuitive platform. Global Culture: Join a diverse, international team of 30+ nationalities that values transparency, low-ego collaboration, and "quiet excellence." Flexibility: Flexible working hours and a setup that supports collaboration across time zones. Comprehensive Support: Benefits designed to support your well-being and professional growth, both in and beyond the workplace. About us KNIME is a leading AI platform that enables organisations to make sense of their data through intuitive, scalable, and collaborative data science. We empower data professionals and business users alike to build, deploy, and manage AI and data workflows that drive better decisions. Hundreds of global enterprises use the KNIME platform including Citi, Bosch and P&G. KNIME is an equal opportunity employer. We’re all about providing opportunities for different perspectives to come together, where everyone feels included no matter their background.

Responsibilities

Lead the global post-sales organization encompassing Customer Success, Professional Services, and Technical Support to drive client value and retention. Own the full post-sale customer lifecycle to achieve Net Revenue Retention (NRR) targets and optimize time-to-value for new clients.