Director, Customer Success

Job not on LinkedIn

🔥 14 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 15%

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Versaterm

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

Consulting • Healthcare • Legal

Versaterm is a global public safety solutions company dedicated to helping agencies transform their organizations through an integrated ecosystem that enhances community and public safety. The company offers a range of services focused on improving workflows for efficient and effective operations, better service delivery, and more just outcomes. Versaterm's solutions encompass community engagement, field response and reporting, emergency call handling, records and evidence management, forensic analysis, justice and resolution, and responder health and wellness. By integrating technology across these areas, Versaterm supports public safety agencies in optimizing their operations and improving community interactions and safety outcomes.

📋 Description

• 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 across Customer Success teams • Lead multi-tier engagement across Strategic, State, Enterprise, and Transactional accounts • Operationalize a hub-and-spoke model and clarify roles across Customer Success and adjacent teams • Own end-to-end 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 maximize lifetime value • Identify churn risks and implement targeted save plans • Establish and 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 translate insights into process improvements and program investments • Oversee automated customer engagement programs such as campaigns, webinars, lifecycle education, and newsletters • Communicate performance, risks, and strategic recommendations to GTM and Executive Leadership

🎯 Requirements

• 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 • Candidates must be legally authorized to work in Canada • Must successfully obtain and maintain a Reliability security clearance • Obtaining and maintaining all required security clearances is a condition of employment

🏖️ Benefits

• 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 • Barrier-free workplace

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