Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement a customer success strategy that aligns with GovWorx's objectives for growth, retention, and renewal.

• Take ownership of a customer maturity framework that transitions clients from implementation and initial usage to advanced and strategic product application.

• Standardize processes for success planning, value realization, executive business reviews, health monitoring, and risk management.

• Encourage sustained product adoption and deeper usage within the customer base.

• Ensure that every customer has a success plan that aligns GovWorx's capabilities with their operational and mission objectives.

• Create proactive risk identification, escalation, and mitigation processes to minimize churn and contraction.

• Collaborate with Sales/Account Management to support renewals by providing evidence of product adoption, outcomes, relationship strength, and potential risks.

• Enhance customer satisfaction, referenceability, and advocacy.

• Work with Product teams to translate customer feedback and usage data into product enhancements and adoption opportunities.

• Partner with Marketing and Enablement on initiatives related to customer education, communications, community engagement, and advocacy programs.

• Collaborate with Support and Professional Services to enhance onboarding, issue resolution, and the overall customer experience.

• Scale team performance through the development of playbooks, training programs, coaching, quality reviews, portfolio design, and capacity planning.

• Establish and report on key performance indicators (KPIs) to provide leadership with insights into customer trends, risks, opportunities, and portfolio health.

• Lead and nurture the Customer Success team.

• Represent the voice of the customer throughout GovWorx, including interactions with public safety leadership, IT/security stakeholders, and command staff.

⛳️ Requirements

• Must successfully pass FBI fingerprinting and background checks in multiple states.

• A minimum of 7 years in Customer Success, account management, or a related customer-facing SaaS role.

• Proven experience in leading and developing a Customer Success team.

• Demonstrated success in enhancing adoption, satisfaction, retention, and value realization on a large scale.

• Familiarity with public safety agencies, 911/ECC operations, law enforcement, or CJIS-governed environments.

• Experience in building segmentation, health scoring, success planning, maturity, and risk-management frameworks.

• Strong understanding of the SaaS customer lifecycle and the factors that influence retention and renewal.

• Ability to convert product capabilities into quantifiable customer and business outcomes.

• Proven experience in establishing trust with senior and executive stakeholders, particularly in government/public sector environments.

• Comfortable leveraging data to prioritize actions and assess team performance.

• Excellent communication, facilitation, coaching, and cross-functional leadership abilities.

• Capable of operating strategically while maintaining close customer engagement and daily execution.

• Experience in Public Safety, whether as a Public Safety professional, Responder, Telecommunicator, or vendor, is required.

• Experience in a growing or evolving SaaS organization is preferred.

• Must be legally authorized to work in the United States.

• Must indicate whether employer sponsorship is needed for employment visa status.

🏝️ Benefits

• Bonus.

• Comprehensive benefits package.

• Flexible Time Off.