VP of Client Success

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First Due

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

☁️ SaaS

🏛️ Government

🤝 B2B

🔥 Funding within the last year

💰 $355M Private Equity Round - First Due on 2025-08

SaaS • Government • B2B

First Due is a software company that provides cloud-based pre-incident planning, mapping, and situational awareness tools for fire departments, EMS, and other emergency responders. Its platform centralizes building data, hydrant locations, risk assessments, and operational details and integrates with dispatch/CAD systems to improve incident response, resource allocation, and community risk reduction. First Due sells its platform as a subscription/service to public-safety agencies and municipal governments.

📋 Description

• Lead and elevate the way we serve our customers across every segment and stage of their journey. • Build/enhance the systems, frameworks, and culture that define customer excellence. • Collaborate cross-functionally with Product, Services, and Support, advocating for the customer voice. • Identify, design, and refresh customer-facing processes. • Define and document the end-to-end customer journey from onboarding through renewal and expansion. • Ensure CS motion evolves alongside product capability.

🎯 Requirements

• 8+ years of experience in Client Success and/or Account Management with at least 3–5 years in a senior leadership role at a B2B SaaS company. • Demonstrated track record of owning and improving GRR, NRR, and customer satisfaction metrics at scale across multiple customer segments. • Strong commercial mindset — you understand renewal economics, forecasting, expansion motions, and how CS directly drives revenue. • Proven ability to build and scale enablement programs, performance frameworks, and operational infrastructure from the ground up. • Experience partnering with Product to influence roadmap and digital experience strategies based on customer insights and adoption data. • Exceptional leadership presence — you inspire confidence in customers, direct reports, and executive peers alike. • Data-driven and process-oriented, with the ability to translate metrics into actionable insights and organizational direction. • Experience in public safety, government technology, or mission-driven vertical SaaS is a major plus.

🏖️ Benefits

• Medical, dental, and vision coverage • Flexible PTO • Fully remote workplace • Technology stipend • Opportunities for advancement