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Director, Customer Success

3 weeks ago
United States
Full-time
Executive
Customer Success
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 19

Description

  • Lead the post-sale customer lifecycle across all customer segments, ensuring customers realize value, adopt solutions effectively, and renew and expand over time.
  • Build and scale a high-performing Customer Success organization operating under a “One Account, One Owner” model.
  • Define Customer Success operating models, including engagement cadence, cross-functional alignment, and core execution pillars.
  • Execute Customer Success strategies across Strategic, State, Enterprise, and Transactional accounts.
  • Establish standardized lifecycle motions, including success planning, business reviews, adoption programs, and renewal readiness.
  • Build scalable processes and playbooks that improve consistency and reduce duplication across Customer Success teams.
  • Own end-to-end retention and renewals strategy, including early renewal engagement, procurement tracking, and risk mitigation.
  • Partner with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a cohesive customer experience.
  • Serve as the escalation point for high-risk or high-impact customer situations.
  • Define and operationalize success metrics, manage CRM hygiene, and report on retention, renewal, health, and expansion performance.

Requirements

  • Bachelor’s degree in Business Administration, Communications, or a related field.
  • 10+ years of experience in Customer Success, Account Management, or related SaaS roles.
  • 5+ years of experience leading teams and developing people leaders.
  • Proven experience owning retention, renewals, and customer growth metrics at scale.
  • Strong understanding of Customer Success operating models, including segmentation and scaled engagement strategies.
  • Experience building and standardizing processes, playbooks, and performance frameworks.
  • Strong data orientation with the ability to translate insights into action and measurable outcomes.
  • Exceptional collaboration and leadership skills with the ability to align cross-functional teams.
  • Excellent communication and executive presence with experience engaging senior stakeholders.
  • Ability to operate effectively in complex, high-accountability environments.
  • Experience in public sector, GovTech, or public safety SaaS environments preferred.
  • Compliance with the FBI CJIS Security Policy is required, including a comprehensive fingerprint-based background check and maintenance of required security clearances.

Benefits

  • Competitive, market-aligned starting salary based on skills, experience, education, training, and internal equity.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses.
  • Comprehensive benefits offering.
  • Equal opportunity employer commitment to equity, diversity, inclusion, and a barrier-free workplace.
  • Accommodations available upon request throughout the recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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