Director of Customer Success

Role Overview

• Build & Scale the Function
• Define and execute the strategic vision for Customer Success across North America.
• Establish post-delivery playbooks, KPIs, and customer lifecycle frameworks.
• Drive Customer & Business Outcomes
• Improve gross renewals, net retention, and customer health metrics.
• Support expansion sales, including upgrades, maintenance plans, and service contracts.
• Identify and nurture new business opportunities to support sales in closing deals and driving revenue growth.
• Drive product adoption and reduce churn through proactive, value-driven customer engagement.
• Increase customer advocacy and referenceability to support sales and marketing initiatives.
• Executive and Cross-Functional Leadership
• Act as a strategic partner to leaders across customer organizations.
• Collaborate across internal teams (Sales, Product, Engineering, Marketing) to improve the end-to-end customer experience.
• Serve as a critical escalation point for customer issues, driving quick, effective resolution.
• Key Strategic Account Management
• Take direct ownership of relationships with select strategic accounts across the Americas.
• Serve as executive sponsor and escalation point, ensuring customer satisfaction and partnership success.
• Work closely with account teams and senior stakeholders to understand evolving business needs and identify opportunities for expansion.
• Mentor Customer Success Managers by modeling effective relationship-building and engagement strategies.
• Build a High-Performance Team
• Recruit, develop, and inspire a world-class Customer Success team.
• Lead managers and individual contributors across regions and functions.
• Drive a high-performance culture grounded in accountability, continuous improvement, and customer impact.
• Operational Excellence
• Implement tools and processes to monitor team and individual performance.
• Align closely with Sales and Regional Directors on pipeline, renewals, and expansion planning.
• Leverage data and feedback to inform strategic decisions and improve team effectiveness.

Requirements

• 8–10+ years in Customer Success, Account Management, or Services roles, with progressive leadership experience.
• Experience building and managing teams in mission-critical software environments.
• Deep understanding of customer lifecycle management, KPIs, and post-sales revenue growth levers.
• Experience in public safety, utilities, transportation, or other command-and-control sectors (required).
• Proven ability to influence cross-functional stakeholders and engage with C-level executives.
• Exceptional communication, interpersonal, and executive presence.
• Strong operational and analytical skills with a bias toward action and accountability.
• Comfortable working in a dynamic, evolving environment with multiple stakeholders and priorities.
• Must be able to travel up to 50% in the United States.

Benefits

• Medical, Dental, Vision Benefits
• 401(k), including a Company match
• Generous Paid Time Off Packages
• Company paid short-term and long-term disability coverage, basic life insurance and wellbeing benefits
• Flexible working hours
• The ability to grow your career by attending various educational programs and/or trainings
• 10 paid holidays
• Incentive Bonus Plans
• Perks and discounts
• And more!