Director of Customer Success
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Job Description
Customer success leader driving adoption, retention, and value realization for GovWorx SaaS products. Serving 911/ECC centers and public safety agencies while developing the CS team.
Responsibilities:
- Define and execute a customer success strategy aligned with GovWorx's growth, retention, and renewal objectives
- Own a customer maturity framework moving customers from implementation and initial adoption to advanced, strategic product use
- Standardize success planning, value realization, executive business reviews, health monitoring, and risk management
- Drive sustained adoption and deeper product usage across the customer base
- Ensure every customer has a success plan connecting GovWorx capabilities to operational and mission objectives
- Build proactive risk identification, escalation, and mitigation processes to reduce churn and contraction
- Partner with Sales/Account Management to support renewals with evidence of adoption, outcomes, relationship strength, and risk
- Increase customer satisfaction, referenceability, and advocacy
- Partner with Product to convert customer feedback and usage data into product improvements and adoption opportunities
- Partner with Marketing and Enablement on customer education, communications, community, and advocacy programs
- Partner with Support and Professional Services to improve onboarding, issue resolution, and the overall customer journey
- Scale team performance through playbooks, training, coaching, quality reviews, portfolio design, and capacity planning
- Establish and report on KPIs, giving leadership visibility into customer trends, risks, opportunities, and portfolio health
- Lead and develop the Customer Success team
- Serve as the voice of the customer across GovWorx, including with public safety leadership, IT/security stakeholders, and command staff
Requirements:
- Must pass FBI fingerprint and background check in multiple states
- 7+ years in Customer Success, account management, or a related customer-facing SaaS role
- Experience leading and developing a Customer Success team
- Track record of improving adoption, satisfaction, retention, and value realization at scale
- Experience with public safety agencies, 911/ECC operations, law enforcement, or CJIS-governed environments
- Experience building segmentation, health scoring, success planning, maturity, and risk-management frameworks
- Strong grasp of the SaaS customer lifecycle and the levers that drive retention and renewal
- Ability to translate product capabilities into measurable customer and business outcomes
- Experience building trust with senior and executive stakeholders, including in government/public sector settings
- Comfort using data to prioritize action and evaluate team performance
- Strong communication, facilitation, coaching, and cross-functional leadership skills
- Ability to operate strategically while staying close to customers and daily execution
- Experience in Public Safety, either as a Public Safety professional, Responder, Telecommunicator, or a vendor is required
- Experience in a growing or evolving SaaS organization preferred
- Must be legally authorized to work in the United States
- Must answer whether employer sponsorship is required for employment visa status
Benefits:
- Bonus
- Benefits
- Flexible Time Off
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