[Remote] Director, Customer Success

Note: The job is a remote job and is open to candidates in USA. Versaterm is a global public safety solutions company focused on enhancing community safety through innovative technology. The Director of Customer Success leads the post-sale customer lifecycle, ensuring customers realize value and promoting customer retention and expansion through effective engagement strategies.

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
• This position requires a security clearance from the Government of Canada
• Candidates must be legally authorized to work in Canada and 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
• Experience in public sector, GovTech, or public safety SaaS environments

Benefits

• Base salary
• Our comprehensive benefits offering
• Some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses

Company Overview