JobbieDirector, Customer Success
Versaterm
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<div class="content-intro"><p><strong>The Company </strong></p> <p><span data-olk-copy-source="MessageBody">Versaterm is a global public safety solutions company helping agencies transform their organizations by providing innovative solutions, expertise and an unwavering dedication to customer service. We are on a journey to build a public safety technology platform that will enhance community safety by creating purposeful integrations across the public safety spectrum. We deliver intuitive tools developed for public safety agencies, forensic labs, court systems, schools and other institutions. Our selective growth strategy focuses on improving customer and user workflows for more efficient and effective operations, leading to better service and outcomes. </span></p> <p>Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you. </p></div><p> </p> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">The Role</span></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":299,"335559739":299}"> </span></strong></p> <p><span data-contrast="auto">The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time. This role is accountable for building and scaling a high-performing Customer Success organization operating under a </span><span data-contrast="auto">“One Account, One Owner”</span><span data-contrast="auto"> model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts. </span><span data-ccp-props="{"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">The Director defines how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment—while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention. The role partners closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.</span><span data-ccp-props="{"335559738":240,"335559739":240}"> </span></p> <p><span data-ccp-props="{"335559738":240,"335559739":240}">This job posting is being used to fill an existing vacancy.</span></p> <p><strong><span data-ccp-props="{"335572079":6,"335572080":1,"335572081":9457710,"469789806":"single"}"> </span><span data-contrast="none"><span data-ccp-parastyle="heading 2">What You Do</span></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":299,"335559739":299}"> </span></strong></p> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 3">Customer Success Strategy & Execution</span></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":281,"335559739":281}"> </span></strong></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Execute Customer Success strategies across all customer segments, ensuring alignment to company growth and retention objectives.</span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Establish standardized customer lifecycle motions, including success planning, business reviews, adoption programs, and renewal readiness.</span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Ensure a proactive, outcome-driven approach to customer engagement focused on value realization and measurable impact.</span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Build scalable processes and playbooks that reduce duplication and ensure consistency across Customer Success teams.</span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 3">Operating Model & Segmentation</span></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":281,"335559739":281}"> </span></strong></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts.</span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Operationalize a hub-and-spoke model, where Customer Success Managers own relationships and provide general project knowledge and engage specialists for additional targeted support. </span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Ensure role clarity across Customer Success and adjacent teams, reinforcing boundaries around support, project delivery/onboarding, and sales ownership.</span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Continuously refine segmentation and coverage models to balance engagement with scalable programs.</span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating 180–90 days pre-expiry), enforcing disciplined commercial rigor across procurement cycles, and operationalizing cross-functional support to drive on-time renewals, maximize ARR retention and price increases, mitigate churn risk, and ensure consistent value realization for customers.</span><span data-ccp-props="{"335559739":0}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data
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