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Customer Success Advocate I

2 hours, 15 minutes 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.
  • Manage onboarding and post-implementation coaching to accelerate adoption and time-to-value.
  • Lead quarterly business reviews, standardized touchpoints, and renewal conversations focused on customer value and outcomes.
  • Monitor usage metrics, telemetry, adoption patterns, and support tickets to identify risks, inefficiencies, and opportunities.
  • Track open projects, enhancement requests, roadmap commitments, and customer communications in internal systems.
  • Partner cross-functionally with Product, Support, Sales, Marketing, Engineering, and Leadership to coordinate customer needs and next steps.
  • Translate customer feedback into actionable insights and structured VOC for product and business teams.
  • Organize and moderate customer meetings, webinars, newsletters, and other scaled education activities.
  • Identify cross-sell and upsell opportunities and support renewal and growth discussions with Sales and Account Management.

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.
  • Experience managing strategic or enterprise-level customer relationships and driving measurable outcomes.
  • Strong business acumen with the ability to understand organizational structures, priorities, and success metrics.
  • Exceptional communication and facilitation skills.
  • Operational rigor and attention to detail, including maintaining accurate account data.
  • Analytical, data-driven mindset with the 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 mentality.
  • Must be legally authorized to work in Canada and able to obtain and maintain a Government of Canada Reliability security clearance; some customer contracts may require additional security verification.

Benefits

  • Competitive base salary aligned to experience, education, and market data.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses.
  • Comprehensive benefits offering.
  • Fair and equitable compensation approach.
  • Equal opportunity employer with a barrier-free workplace.
  • Accommodations available upon request throughout the recruitment process.
  • No AI used in the recruitment process; hiring decisions are made by people.

Interested in this position?

Apply directly on the company website

Apply Now

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