Vice President of Customer Success

As we continue to grow, we are looking for a Vice President of Customer Success to join our leadership team. This is a high-impact role that will partner closely with all departments, including sales, product, support and marketing teams to shape the overall customer experience and ensure that our platform delivers exceptional value for employers of all sizes. The Vice President, Customer Success will lead our Customer Success organization focused on ensuring customer advocacy and retention as well as product adoption, utilization, and expansion. He/She must be a strong executive leader who can both personally deliver consistent, predictable, and high-quality results as well as lead a team to do the same. He/She will have experience and strength driving customer success outcomes towards financial targets, optimizing the customer lifecycle, and inspire customer success throughout the company.

Who We Are

AbsenceSoft is elevating the leave and accommodations experience and is looking to hire amazing people like you! We create user-friendly, secure, and compliant technology that empowers employers to bring humanity, certainty and efficiency to the leave and accommodations experience. Made by HR Professionals for HR Professionals, we’re proud of where we’ve been and excited about where we’re headed. We value creative, innovative people who are passionate about their work and who believe there is always a better way. 

Leading With Our Core Values

Make a Difference.

We are inspired to make an impact through our hard work, talent and passion. We push ourselves each day to better serve our teams, our clients, and our community.

Team First.

We are driven by team spirit not by self-interest. We value collaboration and approach our work with humility and a desire to win together.

Own it.

If we say it, we mean it. We follow through on our commitments, step up to deliver, and grow from our successes and failures.

Everyone Matters.

No matter your background or experience, everyone’s voice holds value here.

What You’ll Do

• Customer Success Strategy: Define and execute a customer-first strategy that drives long-term value, satisfaction, and retention across our diverse customer base. Champion a proactive, consultative approach to customer relationships, ensuring that each touchpoint adds value and strengthens customer loyalty.
• Leadership & Team Development: Lead, mentor, and develop a growing Customer Success team, fostering a high-performance culture. Develop a scalable team structure that can support employers ranging from SMBs to large enterprises and TPAs, ensuring customer satisfaction at every level.
• Cross-Functional Collaboration: Work closely with Sales, Marketing, Product, and Engineering teams to provide customer feedback, influence product development, and ensure alignment across the organization. Partner with Sales to drive expansion opportunities within existing accounts.
• Customer Onboarding & Adoption: Oversee the customer onboarding process, ensuring smooth transitions from sales to success and driving product adoption and utilization to maximize ROI for customers.
• Retention & Growth: Develop and implement strategies to reduce churn, increase customer retention, and identify opportunities for expansion within current accounts.
• Metrics & Reporting: Establish key performance indicators (KPIs) to measure the success of the Customer Success team and overall customer health. Report regularly to executive leadership on customer success initiatives, performance, and outcomes.
• Customer Advocacy: Be the voice of the customer within the organization, ensuring customer feedback is heard and acted upon. Develop a culture of customer advocacy that permeates the company’s mindset and operations.
• Scalability & Efficiency: Work to scale and refine customer success processes, ensuring they are efficient, repeatable, and adaptable to a growing customer base.
• Participate in a highly compliant environment while assisting to maintain company controls and security within your job role.
• Assist in maintaining applicable organizational security and compliance controls within your department, role, and subordinate’s roles.
• Other duties as assigned.

What’ll Set You Up for Success

Required Skills:

• 10+ years of experience in Customer Success, Account Management, or a similar leadership role within a B2B SaaS company, ideally within HR, leave management, or workplace accommodations.
• 5+ years in the HR technology eco-system. Experience with leave technologies, HRIS and/or payroll a plus.
• Strong leadership and team management experience, with a track record of developing high-performing teams and scaling operations to support a growing customer base.
• A deep understanding of customer needs, with a strong focus on customer success, retention, and relationship-building. Demonstrated ability to implement and scale customer success strategies.
• Ability to create and execute a long-term customer success strategy, balancing the needs of individual customers with the broader goals of the business.
• Experience working cross-functionally with product, engineering, sales, and marketing teams to drive alignment and deliver a seamless customer experience.
• Excellent verbal and written communication skills, with the ability to present and influence at all levels of the organization, including C-suite executives.
• Strong analytical skills and experience using data and metrics to measure success and drive decision-making.
• Experience creating and refining processes to scale customer success operations effectively while maintaining a personalized customer experience.
• Excellent communication and presentation skills
• An understanding of Software Development Life Cycle
• Knowledge of HR Leave Policies, FMLA, Disability and/or ADA preferred

What To Know Before You Apply

• We’re located in beautiful Golden, Colorado.
• This is a full-time, salaried position + bonus.
• AbsenceSoft provides a wide variety of perks and benefits. Including full medical, dental, vision, and life insurance. We offer a 401k and 401k match after your first year with AbsenceSoft.
• We support your professional growth including industry training and CLMS Certification, opportunities for additional industry and technology certifications, and continuing education.
• The salary range for this position is $150k – $180k.

At AbsenceSoft, we value an equitable and inclusive work environment and strive to build and foster diverse teams. Even if your work experience doesn’t align exactly with the position requirements, we’d still love to hear from you. You may just be the right candidate for this or other roles.

We are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. We make all employment and related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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