Vice President of Customer Success

About CloudShare

CloudShare is an expanding AI-driven SaaS company that provides virtual hands-on labs to help enterprises enhance customer acquisition, product adoption, skill training, and retention through realistic software simulations. Trusted by numerous large organizations, CloudShare supports delivering demos, training, proofs of concept, onboarding, and certifications via secure and scalable virtual environments.

Role Overview

We seek a seasoned Vice President of Customer Success to lead our global Customer Success division and ensure clients achieve maximum value from CloudShare throughout their journey. Reporting to the CEO, this role focuses on fostering customer retention, product utilization, growth, satisfaction, and long-term success. The perfect candidate will combine strategic vision with practical leadership experience in scaling Customer Success teams within high-growth B2B SaaS firms.

Key Responsibilities

• Develop and execute Customer Success strategies covering onboarding, adoption, customer health, renewals, retention, and expansion.
• Lead and mentor a results-driven Customer Success team, cultivating a culture centered on accountability, customer focus, and continuous improvement.
• Drive metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction, and overall client outcomes.
• Create scalable processes, playbooks, and frameworks to support organizational growth within Customer Success.
• Formulate customer segmentation tactics, success plans, health scoring, and proactive engagement models.
• Collaborate extensively with Sales, Product, Professional Services, Marketing, and Support to ensure a seamless customer journey.
• Act as an executive sponsor for key enterprise customers, fostering trusted partnerships and supporting senior-level engagements.
• Define and track vital Customer Success KPIs, providing insightful reporting and data-driven recommendations to leadership.
• Identify improvement opportunities to enhance adoption, minimize churn, and boost expansion potential.
• Develop scalable forecasting and operational planning methods for renewals, customer health management, and team resource allocation.

Candidate Requirements

• Minimum six years of leadership experience in Customer Success, Customer Experience, Account Management, or comparable SaaS customer-facing roles.
• Proven ability to scale SaaS companies, preferably within the $10M to $50M Annual Recurring Revenue range and beyond.
• Successful track record in advancing customer retention, adoption, expansion, and overall health.
• In-depth knowledge of SaaS business models, recurring revenue streams, customer lifecycle management, and related success metrics.
• Experience engaging enterprise clients and interacting with executive stakeholders.
• Strong analytical and operational abilities, with a data-driven approach to decision-making.
• Excellent leadership, coaching, communication, and collaboration skills across functions.
• Practical leader who enjoys creating processes while maintaining close ties to customers and business operations.
• History of partnering with executive leadership to influence organizational strategy based on customer insights.

Preferred Qualifications

• Background in customer education, learning technologies, virtual labs, cybersecurity, developer platforms, or technical enablement environments.
• Familiarity with operational models such as EOS, OKRs, or related scaling frameworks.
• Experience working within customer success-driven SaaS businesses serving enterprise customers.

Compensation and Benefits

• Annual base salary ranging from $175,000 to $200,000 plus a bonus between 15-20%.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan participation.
• Flexible paid time off and 12 paid holidays annually.
• Hybrid work setup with three days per week at our modern downtown Denver office.
• Free onsite parking and access to an onsite gym.

Additional Information

CloudShare considers multiple factors when determining compensation, including geographic location, credentials, certifications, experience levels, and other business-critical qualifications.