Vice President of Customer Success

About the Role

AimHire is assisting a rapidly growing SaaS company in the search for a Vice President of Customer Success, based in Denver, CO with a hybrid work model. Reporting directly to the CEO, this executive position entails full accountability for the customer success and implementation functions. This dynamic leadership role is ideal for a hands-on operator experienced in scaling businesses and converting ambitious objectives into consistent, measurable achievements.

Primary Responsibilities

• Formulate and implement a comprehensive customer success strategy aimed at maximizing customer adoption, retention, satisfaction, and driving expansion revenue.
• Lead and develop the Customer Success team, encompassing Customer Success Managers, onboarding specialists, implementation staff, account management, and customer support areas as relevant.
• Oversee the entire customer lifecycle, from onboarding and implementation through renewal and growth phases to maintain customer health.
• Focus on increasing Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction (CSAT), engagement, and minimizing churn.
• Create scalable programs, playbooks, operational procedures, and best practices to support ongoing company expansion.
• Collaborate closely with the Sales department ensuring seamless customer transitions and identifying up-sell opportunities within current accounts.
• Engage with Product and Engineering teams as the customers’ advocate, influencing product development priorities based on feedback and market demands.
• Build and nurture executive-level relationships with key clients and handle escalations for strategic accounts.
• Design metrics, health scoring, forecasting tools, and detailed reporting to provide leadership visibility into customer performance.

Qualifications and Experience

• Minimum of 6 years in senior leadership roles within SaaS or enterprise software companies.
• Proven success assisting SaaS companies through significant growth stages, ideally generating annual recurring revenue between $10 million and $50 million or higher.
• Extensive cross-functional leadership experience managing or partnering with go-to-market, customer success, and product teams simultaneously.
• A demonstrated ability to build scalable processes and structures that facilitate growth rather than impede it.
• Experience interacting with board members and investors, showcasing strong executive presence and communication skills.
• Proven capability to attract, develop, and retain top talent while maintaining a culture of high performance.

Compensation and Benefits

The total compensation package ranges from $175,000 to $200,000 annually, complemented by a 15% to 20% yearly bonus. Additional benefits include comprehensive medical, dental, and vision insurance, a 401(k) plan, flexible paid time off, and 12 paid holidays. The role offers a hybrid work arrangement with three onsite days per week at a modern downtown Denver office featuring free parking and an onsite gym.

Equal Opportunity Statement

AimHire is committed to being an equal opportunity employer.