Director, Customer Success

The Company

The Role

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 organizationoperatingunder aOne Account One Ownermodel with clear ownership of customer outcomes across Strategic Enterprise State and Transactional accounts.

The Directordefines how Customer Successoperatesestablishing engagement models operating cadence and cross-functional alignmentwhile ensuring consistent execution across the core pillars of Strategic Engagement Adoption Expansion and Retention. The role partners closely with SalesProjectDelivery/Onboarding Support Product and Marketing to deliver a seamless and scalable customer experience.

This job posting is being used to fill an existing vacancy.

What You Do

Customer Success Strategy & Execution

• ExecuteCustomer Success strategies across all customer segments ensuring alignment to company growth and retentionobjectives.
• Establish standardized customer lifecycle motions including success planning business reviews adoption programs and renewal readiness.
• Ensure a proactive outcome-driven approach to customer engagement focused on value realization and measurable impact.
• Build scalable processes and playbooks that reduce duplication andensureconsistencyacrossCustomer Successteams.

Operating Model & Segmentation

• Lead a multi-tier engagement model across Strategic State Enterprise and Transactional accounts.
• Operationalize a hub-and-spoke model where Customer Success Managersown relationshipsandprovide generalprojectknowledgeand engage specialistsforadditionaltargeted support.
• Ensure role clarity across Customer Success and adjacent teams reinforcing boundaries around support projectdelivery/onboarding and sales ownership.
• Continuously refine segmentation and coverage models to balanceengagementwith scalable programs.
• Own end-to-end retention and renewals strategy by executing a proactive renewal motion (initiating 18090 dayspre-expiry) enforcing disciplined commercial rigor across procurement cycles and operationalizing cross-functional support to drive on-time renewals maximize ARR retentionand price increases mitigate churn risk and ensure consistent value realization for customers.

Cross-Functional Leadership

• Partner with SalesProjectDelivery/Onboarding Support Product and Marketing to deliver a cohesive customer experience.
• Establish clear handoffs and accountability across onboarding Customer Success and renewals.
• Serve as anescalation pointfor high-risk or high-impact customer situationsto ensuresatisfactorycustomerresolutionand support.
• Provide Voice of Customer insights to influence product roadmapand go-to-market strategy.

Data Reporting & Performance Management

• Own and drive gross and net revenue retention across the customer portfolio aligning performance to company financial targets.
• Define and operationalize success metrics across Customer Success and Renewals including retention on-time renewals customer healthbusiness reviewquality and expansion pipeline influence.
• 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 salesteamsto drive expansion opportunities and maximize lifetime value.
• Proactivelyidentifychurn risks through health adoption and engagement signals; implement targeted save plans to mitigate attrition.
• Establish andmaintaincustomer health scoring models to guide segmentation prioritization and intervention strategies.
• Drive a consistent operating cadence (e.g. pipeline reviews business reviews) to assess customer health renewal forecasts and team performance; coach proactively and enforce accountability.
• Ensure CRM hygiene and data integrity (e.g. Salesforce) enablingaccurateforecasting renewal visibility and revenue reporting.
• Analyze systemic risks and performance trends translating insights into process improvements playbook enhancements and program investments.
• Oversee automated customer engagement programs (e.g. campaigns webinars lifecycle education newsletters) to scale impact and drive adoption.
• Communicate performance risks and strategic recommendations clearly to GTM and Executive Leadership ensuring alignment and informed decision-making.

What You Bring

• Bachelors degree in Business Administration Communications ora relatedfield.
• 10 years of experience in Customer Success Account Management or related SaaS roles.
• 5 years of experience leading teams and developing people leaders.
• Proven experience owning retention renewals and customer growth metrics at scale.
• Strong understanding of Customer Success operating models including segmentation and scaled engagement strategies.
• Experience building and standardizing processes playbooks and performance frameworks.
• Strong data orientation with the ability to translate insights into action and measurable outcomes.
• Exceptional collaboration and leadership skills with the ability to align cross-functional teams.
• Excellent communication and executive presence withexperienceengaging senior stakeholders.
• Ability tooperateeffectively in complex high-accountabilityenvironments.
• Experience in public sectorGovTech or public safety SaaS environments preferred.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain andmaintaina Reliability security clearance. Please note that specific customer contracts may imposeadditionalsecurity verification requirements. Obtaining andmaintainingall required security clearances is a condition of employment. For more information on the Government of Canadas security screening process please visitPublic Services and Procurement Canada.

Versaterm is committed to fair and equitable compensation that is competitive consistent and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors such as the successful candidates skills experience education training as well as internal equity market data and business addition to base salary and our comprehensive benefits offering some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.

AI is central to how Versaterm builds and delivers solutions for our customers. Within Talent Acquisition we use AI-enabled tools to support certain aspects of the recruitment process helping our team work more efficiently and spend more time connecting with great talent. AI supports our work but all hiring and employment decisions are made by people.

Versaterm is an equal opportunity employer and is committed to equity diversity inclusion and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information please contact.