Director of Customer Success
Job Summary
Leading the customer success strategy for a portfolio of products, the full-time remote Director of Customer Success will manage customer maturity, product adoption, and relationship strength while developing the Customer Success team and building scalable programs.
Key Responsibilities
- Define and execute a customer success strategy aligned with growth, retention, and renewal objectives
- Own a customer maturity framework to enhance strategic use of products and drive sustained adoption
- Establish and report on KPIs to provide actionable insights into customer trends and portfolio health
Required Qualifications
- 7+ years in Customer Success or related customer-facing SaaS role, with experience leading a CS team
- Track record of improving customer adoption, satisfaction, and retention at scale
- Experience with public safety agencies and understanding their operational realities
- Strong grasp of the SaaS customer lifecycle and retention drivers
- Experience building trust with senior stakeholders in government or public sector settings
Complete Job Description
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