About the Company
This role is at a software and services company that helps PE and VC firms provide resources that support growth at their portfolio companies through:
- Centralized portfolio hub software
- A network of 150+ tactical experts and 1,000+ pages of expert-authored content
- Services to augment PE/VC portfolio ops team capacity (writing services, event coordination services)
The company is a startup, which means we move fast, learn constantly, and expect every team member to take ownership and make an impact. But we're also four years in, profitable, and supporting some of the world's top growth equity firms. You'd be joining a team with real momentum, solving a real problem, in a space we know better than anyone.
About the Role
We're looking for a Head of Client Success who's excited to build. You'll lead client relationships, ensure top-tier service delivery, and play a key role in scaling our team, culture, and operations in Denver. This is a hands-on leadership role: you'll manage some of our most important accounts, coach and grow a small but mighty team, and shape how we deliver concierge-level service to our clients. The ideal candidate thrives in high-touch environments, cares deeply about quality, and strives to deliver more than our clients ask or expect.
Key Goals
- Drive net revenue retention >100% through renewals and upsells
- Maintain high client satisfaction and engagement
- Build and coach a strong client success team
- Improve onboarding, service delivery, and account management processes
- Develop scalable playbooks for repeatable, high-quality client experiences
Responsibilities:
Lead the Client Success Function
- Own net revenue retention across the full portfolio of accounts, including onboarding, adoption, renewals, and upsells
- Manage and coach the client success team (2 people), ensuring high performance and development
- Establish team rituals, metrics, and culture to support a high-touch, high-impact approach
- Serve as the voice of the client internally-partnering with product, expert network, and leadership to continuously improve the client experience
Oversee Professional Services
- Ensure seamless delivery of managed services, including events, expert coordination, and content support
- Coordinate with our content lead to deliver high-quality ghostwriting and editorial work
- Work closely with the expert network team to connect clients with vetted experts in a timely and thoughtful way
Own Strategic Accounts
- Directly manage a subset of high-value, high-priority clients
- Act as a consultative partner to portfolio operations teams, understanding their goals and helping them unlock value from the platform
- Lead quarterly business reviews and strategic check-ins for these accounts
Build Scalable Systems & Playbooks
- Design and implement repeatable processes for onboarding, engagement, and renewals
- Create internal playbooks to ensure consistency and quality across the team
- Continuously improve tools and workflows to make the team more efficient and scalable
Requirements:
- Denver-based (in-person team 3 days/week)
- Strong systems thinker who can scale quality through process
- Excellent business communication skills, both written and verbal
- Experience managing large, consultative accounts
- Experience leading and coaching a client-facing team
- Bonus: experience with B2B SaaS or tech-enabled services