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Customer Success Advocate I

1 week, 5 days ago
Canada
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
Versaterm

Versaterm

Versaterm Public Safety is a leading developer of integrated software solutions for First Responders in Canada and the United States. They focus on customer experience and outcomes, empowering public safety agencies to transform their organizations. Ve...

Internet Software & Services
51-250
Founded 1977
View All Jobs 31

Description

  • Serve as the primary point of contact and trusted advisor for enterprise accounts.
  • Build a deep understanding of each customer’s goals, structure, challenges, and success metrics.
  • Maintain accurate account records, including contacts, stakeholders, organizational changes, and decision makers.
  • Prepare and lead quarterly touchpoints and business reviews that demonstrate value and align on outcomes.
  • Guide onboarding and post-implementation adoption to accelerate time-to-value.
  • Monitor usage data, telemetry, adoption patterns, support tickets, and SLA performance to identify risks and opportunities.
  • Surface whitespace, upsell, and cross-sell opportunities and share them with Sales and Account Management.
  • Coordinate with Product, Support, Marketing, Engineering, Sales, and Leadership to relay customer feedback and next steps.
  • Lead renewal conversations with a focus on value, outcomes, and future growth.
  • Publish customer communications such as newsletters, webinar follow-ups, and recap notes, and document key interactions in internal systems.

Requirements

  • Bachelor’s degree in Business Administration, Communications, Marketing, Psychology, or a related field.
  • 3–5 years of experience in customer success, preferably in a SaaS environment or public safety.
  • Proven experience managing strategic or enterprise-level customer relationships.
  • Track record of driving measurable outcomes, adoption, and long-term customer retention.
  • Strong business acumen and ability to translate product capabilities into customer impact.
  • Exceptional communication and facilitation skills.
  • Operational rigor and attention to detail, including comfort maintaining accurate account data.
  • Analytical, data-driven mindset with ability to interpret usage patterns, telemetry, and customer health indicators.
  • Comfort working in fast-paced, evolving environments with shifting priorities and product roadmaps.
  • Proactive, ownership-oriented mindset.
  • Must be legally authorized to work in Canada.
  • Must obtain and maintain a Government of Canada Reliability security clearance.
  • Additional customer contract security verification requirements may apply.

Benefits

  • Competitive compensation aligned to role value, experience, education, and market data.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses.
  • Comprehensive benefits offering.
  • Equal opportunity employer with a commitment to equity, diversity, and inclusion.
  • Barrier-free workplace with accommodations available upon request throughout the hiring process.
  • People-led recruitment process with no AI used in recruitment decisions.

Interested in this position?

Apply directly on the company website

Apply Now

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