VP of Customer Success

CloudShare

VP of Customer Success leading global Customer Success organization for CloudShare, an AI-first SaaS company. Responsible for customer retention, product adoption, and long-term satisfaction.

Posted 7/12/2026full-timeDenver • Colorado • 🇺🇸 United StatesLead💰 $175,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success strategy, focusing on customer retention, adoption, and expansion within SaaS environments. Proven ability to lead high-performing teams, develop scalable processes, and drive data-informed decision-making to enhance customer outcomes.

Highest-signal resume keywords

Customer Success StrategyNet Revenue Retention (NRR)Customer Lifecycle ManagementSaaS Business ModelsLeadership and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Segmentation StrategiesHealth ScoringOperational FrameworksData-Driven RecommendationsForecasting Processes

Soft Skills

LeadershipCoachingCommunicationCross-Functional CollaborationAnalytical Mindset

Industry Keywords

Customer ExperienceAccount ManagementSaaSCustomer RetentionCustomer Adoption

About the role

Key responsibilities & impact

Own the overall Customer Success strategy and execution across onboarding, adoption, customer health, renewals, retention, and expansion.
Lead, mentor, and develop a high-performing Customer Success organization, creating a culture of accountability, customer obsession, and continuous improvement.
Drive Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction, and overall customer outcomes.
Build scalable customer success processes, playbooks, and operational frameworks that support continued company growth.
Develop customer segmentation strategies, success plans, health scoring, and proactive engagement models.
Partner closely with Sales, Product, Professional Services, Marketing, and Support to deliver a seamless customer experience throughout the customer lifecycle.
Serve as the executive sponsor for strategic enterprise customers, building trusted relationships and supporting executive-level engagements.
Establish and monitor key Customer Success KPIs, providing regular reporting and data-driven recommendations to executive leadership.
Identify opportunities to improve customer adoption, reduce churn, and increase expansion opportunities.
Build scalable forecasting and operational planning processes for renewals, customer health, and team capacity.

Requirements

What you’ll need

6+ years of leadership experience in Customer Success, Customer Experience, Account Management, or related customer-facing SaaS leadership roles.
Proven experience scaling high-growth SaaS companies, ideally from $10M–$50M ARR and beyond.
Strong track record improving customer retention, adoption, expansion, and overall customer health.
Deep understanding of SaaS business models, recurring revenue, customer lifecycle management, and success metrics.
Experience working with enterprise customers and executive stakeholders.
Strong analytical and operational mindset with the ability to use data to drive decisions.
Excellent leadership, coaching, communication, and cross-functional collaboration skills.
Hands-on leader who enjoys building processes while remaining close to customers and the business.
Experience working closely with executive leadership and influencing company strategy through customer insights.

Benefits

Comp & perks

Medical, Dental, Vision benefits
401K
Flexible PTO
12 Paid Holidays
Hybrid work (3 days in office) with modern downtown Denver location
Free Parking
Onsite Gym