VP, Client Success

The role

The VP, Client Success will lead customer adoption, retention, expansion, and satisfaction. This role involves building systems and frameworks for the CS organization and partnering with Product, Services, and Support.

What you will do

• Identify, design, and refresh customer-facing processes.
• Define and document the end-to-end customer journey.
• Influence the product roadmap to improve digital touch points.
• Serve as a strategic partner to Product, Services, and Support.
• Develop and deploy an enablement and certification program for CSMs and CS leaders.
• Elevate performance management practices across CS leadership and individual contributor teams.
• Develop and roll out scorecards to measure health, productivity, and outcomes.
• Manage revenue outcomes including retention, expansion, and GRR/NRR.
• Lead renewal forecasting and pipeline management.
• Drive lead development and expansion opportunities in partnership with Sales.

Required qualifications

• 8+ years of experience in Client Success and/or Account Management.
• 3–5 years in a senior leadership role at a B2B SaaS company.
• Track record of owning and improving GRR, NRR, and customer satisfaction metrics at scale.
• Strong commercial mindset regarding renewal economics, forecasting, and expansion motions.
• Ability to build and scale enablement programs, performance frameworks, and operational infrastructure.
• Experience partnering with Product to influence roadmap and digital experience strategies.
• Exceptional leadership presence.
• Data-driven and process-oriented.

Nice to have

• Experience in public safety, government technology, or mission-driven vertical SaaS

Benefits

• Competitive pay
• Medical, dental, and vision coverage
• FSA/HSA
• 401(k)
• Flexible PTO
• Fully remote workplace
• Technology stipend
• Opportunities for advancement

Before you apply

• Must be authorized to work for any US employer in the United States.
• Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas.
• Hiring is contingent upon candidates successfully passing a criminal background check.

About the company

First Due provides fire and EMS agencies with transformative, end-to-end software solutions to prevent first responder injury or death.