Director, Customer Success

The role

The Director of Customer Success leads the post-sale customer lifecycle across all customer segments. This person will build and scale a Customer Success organization to ensure customers realize value, adopt solutions, and renew or expand.

What you will do

• Execute Customer Success strategies across all customer segments.
• Establish standardized customer lifecycle motions including success planning and business reviews.
• Build scalable processes and playbooks.
• Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts.
• Own end-to-end retention and renewals strategy.
• Partner with Sales, Project Delivery, Support, Product, and Marketing.
• Serve as an escalation point for high-risk or high-impact customer situations.
• Provide Voice of Customer insights to influence product roadmap.
• Drive gross and net revenue retention across the customer portfolio.
• Lead the Renewals team and partner with sales teams to drive expansion opportunities.

Required qualifications

• 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.

Nice to have

• Experience in public sector, GovTech, or public safety SaaS environments preferred.

Benefits

• Comprehensive benefits offering
• Variable compensation such as incentive plans or discretionary performance bonuses

Before you apply

• Requires a security clearance from the Government of Canada.
• Candidates must be legally authorized to work in Canada.
• Must successfully obtain and maintain a Reliability security clearance.
• Specific customer contracts may impose additional security verification requirements.
• Obtaining and maintaining all required security clearances is a condition of employment.

About the company

Versaterm is a PE-backed, high-growth SaaS company building a fully integrated platform across the entire public safety ecosystem. The company builds tools and insights for public safety agencies to use in high-stakes moments.