{"id":507747,"url":"https://alion.io/job/cloudshare-director-of-customer-success","title":"Director of Customer Success","company":{"id":5981,"name":"CloudShare","domain":"cloudshare.com","url":"https://alion.io/company/cloudshare","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Denver, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":142000,"max_usd":257000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":104},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-25T00:00:00Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-09-24T09:26:50Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"CloudShare is a fast-growing, AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences.\nTrusted by hundreds of enterprise organizations, CloudShare enables customers to create, deliver, manage, integrate, and measure secure and scalable software experiences across technical training, product demonstrations, proofs of concept, onboarding, enablement, certifications, and customer and partner education.\nWe are looking for an experienced Director of Customer Success to lead and scale our global Customer Success organization across an enterprise B2B SaaS customer base.\nReporting directly to the CEO, this leader will be responsible for driving customer adoption, measurable business outcomes, retention, renewals, expansion, customer satisfaction, and long-term success. You will build strong executive relationships, identify opportunities to expand CloudShare’s use across teams and use cases, and create a scalable Customer Success operating model.\nThe ideal candidate is a strategic, hands-on customer leader who can operate effectively at both the executive and operational levels. You understand how to translate technology capabilities into business outcomes and can build trusted relationships across technical, business, learning, enablement, and executive stakeholders.\nResponsibilities\nOwn and execute the Customer Success strategy and operating model across onboarding, adoption, customer health, renewals, retention, expansion, and advocacy.\nLead, mentor, and develop a high-performing Customer Success team, creating a culture of accountability, customer obsession, collaboration, and continuous improvement.\nEstablish clear customer objectives, success plans, adoption strategies, and measurable outcomes that demonstrate the business value of CloudShare.\nDrive Net Revenue Retention (NRR), Gross Revenue Retention (GRR), product adoption, customer satisfaction, time to value, and overall customer health.\nBuild scalable Customer Success processes, playbooks, and operational rhythms across onboarding, implementation, business reviews, adoption, renewals, and executive engagement.\nDevelop customer segmentation, coverage models, health scoring, and proactive engagement strategies to identify adoption risks and address potential churn or renewal concerns.\nPartner with Sales to support renewals and identify opportunities to expand CloudShare across customer teams, audiences, and use cases.\nBuild trusted relationships with senior customer stakeholders and serve as an executive sponsor for strategic enterprise customers.\nPartner closely with Sales, Product, Professional Services, Marketing, Support, and Engineering to deliver a seamless customer experience and translate customer insights into actionable internal priorities.\nEstablish Customer Success KPIs, forecasting, and operational planning processes, providing executive leadership with clear visibility into customer health, trends, risks, opportunities, and team capacity.\nUse technology, automation, AI, and data to scale Customer Success and support continued company growth.\nDevelop a systematic customer advocacy program, identifying customers for references, speaking opportunities, case studies, and other proof points that demonstrate CloudShare’s value.\nRequirements\n6+ years of leadership experience in Customer Success, Customer Experience, Account Management, or related customer-facing SaaS leadership roles. \nProven experience scaling high-growth SaaS companies, ideally from $10M-$50M ARR and beyond.\nStrong track record improving customer retention, adoption, expansion, and overall customer health. \nDeep understanding of SaaS business models, recurring revenue, customer lifecycle management, and success metrics. \nExperience working with enterprise customers and executive stakeholders.\nStrong analytical and operational mindset with the ability to use data to drive decisions.\nExcellent leadership, coaching, communication, and cross-functional collaboration skills.\nHands-on leader who enjoys building processes while remaining close to customers and the business.\nExperience working closely with executive leadership and influencing company strategy through customer insights.\nNice to have\nExperience in customer education, learning technologies, virtual labs, cybersecurity, developer platforms, or technical enablement environments.\nExperience working with enterprise customers and customer success-driven SaaS organizations.\nBenefits\nWe offer a competitive compensation package including:\nMedical, Dental, Vision benefits\n401K\nFlexible PTO\n12 Paid Holidays\nHybrid work (3 days in office) with modern downtown Denver location\nFree Parking\nOnsite Gym\nCompensation: $150k annual base salary + 10% bonus\nPlease note that CloudShare considers various factors in determining pay, including, but not limited to geographic location, qualifications, licensures, certifications, experience, and other skills relevant to the needs of the business.\nComprehensive and market-competitive benefits.\nComplimentary onsite parking in downtown Denver\nCollaborative team atmosphere that values the contributions of all employees\nCloudShare is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sex, marital or familial status, status as a protected veteran, or any other characteristic protected by law.","description_format":"text","description_chars":5543,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":6,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Computing","Corporate Training","Virtualization"],"lifecycle":[{"event":"open","at":"2026-09-07T12:51:46Z"}],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.706,"p_room":0.55,"age_days":30,"expected_fill_days":24,"reasons":["conf:3","win:tail"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/cloudshare-director-of-customer-success","json_url":"https://alion.io/job/cloudshare-director-of-customer-success.json","meta":{"generated_at":"2026-09-24T10:17:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}