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

📋 Description

• Lead and enhance the customer experience across all segments and stages of their journey.

• Develop and refine the systems, frameworks, and culture that embody customer excellence.

• Collaborate across departments with Product, Services, and Support, championing the customer perspective.

• Identify, design, and update processes that are customer-facing.

• Define and document the complete customer journey from onboarding to renewal and expansion.

• Ensure that the Customer Success (CS) strategy evolves in tandem with product capabilities.

⛳️ Requirements

• 8+ years of experience in Client Success and/or Account Management, with a minimum of 3–5 years in a senior leadership position at a B2B SaaS organization.

• Proven history of owning and enhancing Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer satisfaction metrics at scale across diverse customer segments.

• Strong commercial acumen — you comprehend renewal economics, forecasting, expansion strategies, and how Customer Success directly contributes to revenue.

• Demonstrated ability to create and scale enablement programs, performance frameworks, and operational infrastructure from the ground up.

• Experience collaborating with Product teams to influence the roadmap and digital experience strategies based on customer insights and adoption analytics.

• Exceptional leadership presence — you instill confidence in customers, direct reports, and executive peers alike.

• Data-driven and process-oriented, capable of translating metrics into actionable insights and organizational direction.

• Experience in public safety, government technology, or mission-driven vertical SaaS is a significant advantage.