Director, Customer Success

The role

The Director of Customer Success leads the post-sale customer lifecycle across all customer segments. This person builds and scales 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 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.
• Exceptional collaboration and leadership skills.
• Excellent communication and executive presence.
• Ability to operate effectively in complex, high-accountability environments.

Nice to have

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

Benefits

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

Before you apply

• Requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy.
• Candidates must successfully pass a comprehensive, fingerprint-based background check.
• 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 provides tools and insights to public safety agencies for dispatch, law enforcement, forensics, and courts.