Director, Customer Success

About Versaterm

Versaterm is a private equity-backed, rapidly expanding SaaS company focused on developing an integrated platform that serves the entire public safety ecosystem, including dispatch, law enforcement, forensics, and courts. Our software supports critical public safety operations, functioning behind the scenes for over 40 years. AI technology is a driving force in our future direction, embedded directly into essential customer workflows to enhance decision-making in urgent situations.

Role Overview

The Director of Customer Success is responsible for overseeing the entire post-sale customer journey across various segments to ensure customers achieve tangible value, effective adoption, and sustained renewals and growth. This leadership role involves developing and scaling a high-performing Customer Success organization structured under the "One Account, One Owner" strategy, managing Strategic, Enterprise, State, and Transactional client accounts.

Key Responsibilities

• Implement comprehensive Customer Success strategies aligned with company growth and retention goals across all customer segments.
• Create and standardize customer lifecycle processes such as success planning, business reviews, adoption initiatives, and renewal preparations.
• Drive proactive and outcome-focused customer engagement that emphasizes value realization.
• Develop scalable procedures and playbooks to minimize redundancy and maintain consistency within Customer Success teams.
• Direct a multi-tiered engagement framework covering Strategic, State, Enterprise, and Transactional accounts.
• Operate a hub-and-spoke model where Customer Success Managers handle client relationships, coordinating with specialists for targeted support.
• Clarify roles between Customer Success, Support, Project Delivery/Onboarding, and Sales teams to ensure clear boundaries and accountability.
• Continuously optimize segmentation and coverage models to balance personalized engagement and scalable programming.
• Lead retention and renewals with a proactive approach initiating 180–90 days before contract expiry, enforcing commercial discipline, driving on-time renewals, maximizing annual recurring revenue retention, price increases, and mitigating churn risks.
• Collaborate cross-functionally with Sales, Project Delivery, Support, Product, and Marketing to create a seamless customer experience.
• Define clear handoffs and responsibilities across onboarding, Customer Success, and renewal functions.
• Act as an escalation contact for complex or high-value customer issues to ensure effective resolution.
• Provide customer feedback insights to influence product roadmap and market strategies.
• Monitor and manage revenue retention metrics to align with financial objectives.
• Establish and measure success metrics including retention rates, renewal punctuality, customer health scores, quality of business reviews, and influence on expansion opportunities.
• Develop and execute structured renewal processes with early engagement and procurement monitoring.
• Lead the Renewals team and collaborate with sales teams to foster expansion and maximize customer lifetime value.
• Identify churn risks through analyzing health and engagement data, implementing targeted retention plans.
• Maintain customer health scoring models to guide segmentation and prioritize interventions.
• Drive regular operational reviews such as pipeline and business reviews to assess customer health and team performance, proactively coaching and reinforcing accountability.
• Ensure accurate CRM data management to support forecasting, renewals, and revenue reporting.
• Analyze risk trends and performance metrics to recommend process improvements and program enhancements.
• Implement automated customer engagement initiatives, such as campaigns and educational webinars, to promote adoption and scale impact.
• Communicate performance data, risks, and strategic guidance effectively to company leadership and go-to-market teams.

Qualifications

• Bachelor's degree in Business Administration, Communications, or similar field.
• Minimum 10 years in Customer Success, Account Management, or comparable SaaS roles.
• At least 5 years experience in leadership positions managing teams and developing leaders.
• Demonstrated skills in driving retention, renewals, and achieving customer growth at scale.
• Expertise in Customer Success operating models including segmentation and scalable engagement strategies.
• Experience building standardized processes, playbooks, and performance frameworks.
• Strong analytical skills with the ability to convert data insights into actionable results.
• Excellent collaboration and leadership abilities with a record of aligning cross-functional teams.
• Outstanding communication skills and executive presence, capable of interacting with senior stakeholders.
• Experience navigating complex, high-accountability environments effectively.
• Prior exposure to public sector, GovTech, or public safety SaaS domains is advantageous.

Additional Information

This role requires obtaining and maintaining a Government of Canada Reliability security clearance, a condition of employment. Candidates must be legally eligible to work in Canada. Specific contracts may necessitate further security screenings.

Versaterm is dedicated to equitable and competitive remuneration based on the candidate's skills, education, experience, and market data. Compensation may include base salary, benefits, and potential bonuses or incentive plans.

The company leverages AI-enabled tools within Talent Acquisition to enhance recruitment efficiency; however, all hiring decisions are made by humans.

Our commitment to equity, diversity, and inclusion guarantees accommodations are available upon request throughout recruitment and employment stages.