Versaterm

Director, Customer Success

Canada (Remote) · Director

Work authorization required$90k-$180kDetected 25 days ago

Product ManagementProduct StrategySalesforceCRMForecastingProcurementPerformance ManagementCustomer SuccessCadenceLeadership

About the role

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.
This job posting is being used to fill an existing vacancy.
Execute Customer Success strategies across all customer segments, ensuring alignment to company growth and retention objectives.

The role partners closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.
Build scalable processes and playbooks that reduce duplication and ensure consistency across Customer Success teams.
Operationalize a hub-and-spoke model, where Customer Success Managers own relationships and provide general project knowledge and engage specialists for additional targeted support.
Ensure role clarity across Customer Success and adjacent teams, reinforcing boundaries around support, project delivery/onboarding, and sales ownership.
Partner with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a cohesive customer experience.
Serve as an escalation point for high-risk or high-impact customer situations to ensure satisfactory customer resolution and support.
Own and drive gross and net revenue retention across the customer portfolio, aligning performance to company financial targets.
Design and execute structured renewal motions, incorporating early engagement, procurement tracking, and risk mitigation to ensure predictable, on-time renewals.
Leading the Renewals team and partnering with sales teams to drive expansion opportunities and maximize lifetime value.
Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts.

Continuously refine segmentation and coverage models to balance engagement with scalable programs.

Versaterm is a PE-backed, high-growth SaaS company building a fully integrated platform across the entire public safety ecosystem - dispatch, law enforcement, forensics, courts, and beyond.
We've grown through strategic acquisitions and deep product investment.
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.

Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance.

This listing is sourced directly from Versaterm's careers page and normalized into a canonical job model.