Director of Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $135k - $150k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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GovWorx

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Private equity on 2025-07

Consulting • Healthcare • Logistics

GovWorx is a software company that delivers AI-powered solutions to support emergency communications centers and other first responder agencies. Their platform offers real-time call guidance and translation, automated quality assurance, pre-hire assessments, AI-driven simulations and training, live transcription, and analytics to improve performance, consistency, and retention for 9-1-1 telecommunicators, law enforcement, and EMS professionals. GovWorx integrates with CAD, radio, and phone systems to streamline QA/QI, coaching, and operational workflows for public safety organizations.

📋 Description

• Define and execute a customer success strategy aligned with GovWorx's growth, retention, and renewal objectives • Own a customer maturity framework moving customers from implementation and initial adoption to advanced, strategic product use • Standardize success planning, value realization, executive business reviews, health monitoring, and risk management • Drive sustained adoption and deeper product usage across the customer base • Ensure every customer has a success plan connecting GovWorx capabilities to operational and mission objectives • Build proactive risk identification, escalation, and mitigation processes to reduce churn and contraction • Partner with Sales/Account Management to support renewals with evidence of adoption, outcomes, relationship strength, and risk • Increase customer satisfaction, referenceability, and advocacy • Partner with Product to convert customer feedback and usage data into product improvements and adoption opportunities • Partner with Marketing and Enablement on customer education, communications, community, and advocacy programs • Partner with Support and Professional Services to improve onboarding, issue resolution, and the overall customer journey • Scale team performance through playbooks, training, coaching, quality reviews, portfolio design, and capacity planning • Establish and report on KPIs, giving leadership visibility into customer trends, risks, opportunities, and portfolio health • Lead and develop the Customer Success team • Serve as the voice of the customer across GovWorx, including with public safety leadership, IT/security stakeholders, and command staff

🎯 Requirements

• Must pass FBI fingerprint and background check in multiple states • 7+ years in Customer Success, account management, or a related customer-facing SaaS role • Experience leading and developing a Customer Success team • Track record of improving adoption, satisfaction, retention, and value realization at scale • Experience with public safety agencies, 911/ECC operations, law enforcement, or CJIS-governed environments • Experience building segmentation, health scoring, success planning, maturity, and risk-management frameworks • Strong grasp of the SaaS customer lifecycle and the levers that drive retention and renewal • Ability to translate product capabilities into measurable customer and business outcomes • Experience building trust with senior and executive stakeholders, including in government/public sector settings • Comfort using data to prioritize action and evaluate team performance • Strong communication, facilitation, coaching, and cross-functional leadership skills • Ability to operate strategically while staying close to customers and daily execution • Experience in Public Safety, either as a Public Safety professional, Responder, Telecommunicator, or a vendor is required • Experience in a growing or evolving SaaS organization preferred • Must be legally authorized to work in the United States • Must answer whether employer sponsorship is required for employment visa status

🏖️ Benefits

• Bonus • Benefits • Flexible Time Off