Note: The job is a remote job and is open to candidates in USA. Versaterm is a PE-backed, high-growth SaaS company building a fully integrated platform across the entire public safety ecosystem. The Director of Customer Success leads the post-sale customer lifecycle, ensuring customers realize measurable value and adopt solutions effectively while building a high-performing Customer Success organization.
Responsibilities
- Execute Customer Success strategies across all customer segments, ensuring alignment to company growth and retention objectives
- Establish standardized customer lifecycle motions, including success planning, business reviews, adoption programs, and renewal readiness
- Ensure a proactive, outcome-driven approach to customer engagement focused on value realization and measurable impact
- Build scalable processes and playbooks that reduce duplication and ensure consistency across Customer Success teams
- Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts
- Operationalize a hub-and-spoke model, where Customer Success Managers own relationships and provide general project knowledge and engage specialists for additional targeted support
- Ensure role clarity across Customer Success and adjacent teams, reinforcing boundaries around support, project delivery/onboarding, and sales ownership
- Continuously refine segmentation and coverage models to balance engagement with scalable programs
- Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating 180–90 days pre-expiry), enforcing disciplined commercial rigor across procurement cycles, and operationalizing cross-functional support to drive on-time renewals, maximize ARR retention and price increases, mitigate churn risk, and ensure consistent value realization for customers
- Partner with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a cohesive customer experience
- Establish clear handoffs and accountability across onboarding, Customer Success, and renewals
- Serve as an escalation point for high-risk or high-impact customer situations to ensure satisfactory customer resolution and support
- Provide Voice of Customer insights to influence product roadmap and go-to-market strategy
- Own and drive gross and net revenue retention across the customer portfolio, aligning performance to company financial targets
- Define and operationalize success metrics across Customer Success and Renewals, including retention, on-time renewals, customer health, business review quality, and expansion pipeline influence
- Design and execute structured renewal motions, incorporating early engagement, procurement tracking, and risk mitigation to ensure predictable, on-time renewals
- Leading the Renewals team and partnering with sales teams to drive expansion opportunities and maximize lifetime value
- Proactively identify churn risks through health, adoption, and engagement signals; implement targeted save plans to mitigate attrition
- Establish and maintain customer health scoring models to guide segmentation, prioritization, and intervention strategies
- Drive a consistent operating cadence (e.g., pipeline reviews, business reviews) to assess customer health, renewal forecasts, and team performance; coach proactively and enforce accountability
- Ensure CRM hygiene and data integrity (e.g., Salesforce), enabling accurate forecasting, renewal visibility, and revenue reporting
- Analyze systemic risks and performance trends, translating insights into process improvements, playbook enhancements, and program investments
- Oversee automated customer engagement programs (e.g., campaigns, webinars, lifecycle education, newsletters) to scale impact and drive adoption
- Communicate performance, risks, and strategic recommendations clearly to GTM and Executive Leadership, ensuring alignment and informed decision-making
Skills
- 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
- Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment
- Experience in public sector, GovTech, or public safety SaaS environments preferred
Benefits
- Comprehensive benefits offering
- Some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses
Company Overview