Director of Customer Success
New
G
GovWorxPublic Safety SaaS
Remote, USFull-TimeDirector
Salary$135K - $150K
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Job Details
- Experience
- 7+ years in Customer Success, account management, or a related customer-facing SaaS role
- Required Skills
- Data AnalysisStrategyCustomer SuccessSaaSAccount ManagementRisk Management
Requirements
- 7+ years in Customer Success, account management, or a related customer-facing SaaS role.
- Proven experience leading and developing a Customer Success team.
- Demonstrated track record of improving adoption, satisfaction, retention, and value realization at scale.
- Professional experience in Public Safety, either as a professional, responder, telecommunicator, or vendor.
- Deep understanding of public safety agencies, 911/ECC operations, or CJIS-governed environments.
- Experience building segmentation, health scoring, success planning, and risk-management frameworks.
- Strong understanding of the SaaS customer lifecycle and levers driving retention.
- Ability to build trust with senior executive stakeholders in government settings.
- Must pass FBI fingerprint and background check in multiple states.
Responsibilities
- Define and execute customer success strategy aligned with growth, retention, and renewal objectives.
- Develop and maintain a customer maturity framework to drive advanced product adoption.
- Standardize success planning, executive business reviews, health monitoring, and risk management methodologies.
- Partner with Sales, Product, Marketing, and Support teams to improve the customer journey and product feedback loop.
- Scale team performance through playbooks, coaching, training, and capacity planning.
- Establish KPIs to provide leadership with visibility into portfolio health, customer trends, and risks.
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