Director, Customer Success

🕒 Outubro 29

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 12%

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Versaterm

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

🏥 Saúde

⚖️ Jurídico

Consulting • Healthcare • Legal

A Versaterm é uma empresa global de soluções para segurança pública, dedicada a ajudar órgãos e agências a transformar suas organizações por meio de um ecossistema integrado que fortalece a segurança das comunidades e a segurança pública. A empresa oferece uma ampla gama de serviços voltados à melhoria dos fluxos de trabalho, promovendo operações mais eficientes e eficazes, uma prestação de serviços de maior qualidade e resultados mais justos. As soluções da Versaterm abrangem engajamento comunitário, resposta em campo e elaboração de relatórios, atendimento de chamadas de emergência, gestão de registros e evidências, análise forense, justiça e resolução de casos, além de saúde e bem-estar dos profissionais de resposta. Ao integrar tecnologia nessas áreas, a Versaterm ajuda as agências de segurança pública a otimizar suas operações e aprimorar a interação com as comunidades e os resultados em segurança.

Descrição

• Lead the post-sale customer lifecycle across all customer segments • Ensure customers realize measurable value, adopt solutions effectively, and renew and expand over time • Build and scale a high-performing Customer Success organization under a “One Account, One Owner” model • Define Customer Success engagement models, operating cadence, and cross-functional alignment • Execute Customer Success strategies aligned with company growth and retention objectives • Establish standardized customer lifecycle motions, including success planning, business reviews, adoption programs, and renewal readiness • Build scalable processes and playbooks for consistent Customer Success execution • Lead multi-tier engagement across Strategic, State, Enterprise, and Transactional accounts • Operationalize hub-and-spoke coverage and clarify ownership across Customer Success and adjacent teams • Own retention and renewals strategy, including proactive renewal motions, procurement tracking, churn mitigation, ARR retention, and price increases • Partner with Sales, Project Delivery/Onboarding, Support, Product, and Marketing • Establish handoffs and accountability across onboarding, Customer Success, and renewals • Serve as an escalation point for high-risk or high-impact customer situations • Provide Voice of Customer insights to influence product roadmap and go-to-market strategy • Own gross and net revenue retention across the customer portfolio • Define and operationalize Customer Success and Renewals metrics • Lead the Renewals team and partner with Sales to drive expansion opportunities and lifetime value • Identify churn risks and implement targeted save plans • Maintain customer health scoring models • Drive pipeline reviews, business reviews, renewal forecasts, and team performance management • Ensure CRM hygiene and data integrity, including Salesforce • Analyze performance trends and improve processes, playbooks, and programs • Oversee automated customer engagement programs such as campaigns, webinars, lifecycle education, and newsletters • Communicate performance, risks, and strategic recommendations to go-to-market and executive leadership

🎯 Requisitos

• 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 • Experience in public sector, GovTech, or public safety SaaS environments preferred • Must successfully pass a comprehensive, fingerprint-based background check • Must obtain and maintain all required security clearances • Must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy

🏖️ Benefícios

• Comprehensive benefits offering • Some roles may be eligible for variable compensation such as incentive plans or discretionary performance bonuses • Accommodations available upon request throughout all stages of the recruitment process • Equity, diversity, inclusion, and barrier-free workplace commitment

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