Director of Customer Success
Director of Customer Success
Posted on :
22-05-2025
Employer Active
1 Vacancy
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Job Description
Company Overview
Join Wrap Technologies (Nasdaq: WRAP) and help redefine the future of public safety!
At Wrap were on a mission to redefine whats possible in public safety. Were a leading global provider of advanced public safety solutions integrating cuttingedge technology training and services to address the complex modern day challenges facing public safety organizations around the world. We help public safety agencies protect the communities they serve in a way that fosters trust stronger relationships and ultimately safer outcomes.
Work at Wrap is fastpaced and challenging but incredibly meaningful. Were solving some of the most significant challenges in public safety. Were building a team of people with talent to make things happen take pride and own their amazing work and work hard everyday to drive real change.
Position Overview
We are seeking a hands on missiondriven Director of Customer Success to lead the postsales customer experience and ensure our public safety partners receive exceptional service seamless onboarding and measurable value from our solutions. This role is critical to bridging the gap between cuttingedge technology and the people its meant to support ensuring our customers achieve their goals while upholding the values of safety trust and accountability.
What Were Looking For
Were looking for a leader who thrives in highgrowth fastmoving environments. Someone willing to put in the work roll up their sleeves and lead from the front. A confident and bold decisionmaker who isnt afraid to take risks. A dynamic individual who can adapt inspire and make an impact.
Trust is absolutely paramount to working with this team. We prioritize open and honest communication and believe that even difficult conversations are opportunities for growth and improvement.
Key Responsibilities
Skills & Qualifications
Benefits
You will be entitled to participate in any employee benefit plan program or policy that is made generally available to other fulltime employees of the Company subject to the eligibility requirements and terms of the applicable documents governing such plan program or policy. The continuation modification or termination of each plan program or policy will be at the sole discretion of the Company. Additional information will be provided to you regarding these benefits.
Join Wrap Technologies (Nasdaq: WRAP) and help redefine the future of public safety!
At Wrap were on a mission to redefine whats possible in public safety. Were a leading global provider of advanced public safety solutions integrating cuttingedge technology training and services to address the complex modern day challenges facing public safety organizations around the world. We help public safety agencies protect the communities they serve in a way that fosters trust stronger relationships and ultimately safer outcomes.
Work at Wrap is fastpaced and challenging but incredibly meaningful. Were solving some of the most significant challenges in public safety. Were building a team of people with talent to make things happen take pride and own their amazing work and work hard everyday to drive real change.
Position Overview
We are seeking a hands on missiondriven Director of Customer Success to lead the postsales customer experience and ensure our public safety partners receive exceptional service seamless onboarding and measurable value from our solutions. This role is critical to bridging the gap between cuttingedge technology and the people its meant to support ensuring our customers achieve their goals while upholding the values of safety trust and accountability.
What Were Looking For
Were looking for a leader who thrives in highgrowth fastmoving environments. Someone willing to put in the work roll up their sleeves and lead from the front. A confident and bold decisionmaker who isnt afraid to take risks. A dynamic individual who can adapt inspire and make an impact.
Trust is absolutely paramount to working with this team. We prioritize open and honest communication and believe that even difficult conversations are opportunities for growth and improvement.
Key Responsibilities
Leadership & Strategy
- Develop and execute a customer success strategy aligned with Wraps mission to improve public safety outcomes.
- Lead mentor and scale a highperforming team committed to excellence and innovation in serving law enforcement and public safety organizations.
- Champion crossfunctional alignment across Sales Product and Support to drive consistent highimpact experiences.
Customer Engagement & Impact
- Serve as an executive liaison to key accounts ensuring ongoing value realization and building longterm partnerships.
- Drive whiteglove onboarding deployment and training processes across our ecosystemincluding VR training bodyworn cameras and digital evidence platforms.
- Leverage customer feedback to communicate feature requests and service improvements to Product and Engineering teams.
Retention & Growth
- Proactively identify risks and opportunities to improve customer retention and satisfaction.
- Partner with Sales to support renewals expansions and upsell strategies rooted in real customer value.
- Develop success plans and KPIs that demonstrate the ROI and mission alignment of our technologies.
Technology Integration & Optimization
- Act as the strategic lead in identifying opportunities to streamline customerfacing workflows through automation and system interoperabilitydriving efficiencies that enhance the customer experience and reduce manual overhead for internal teams.
- Possess a strong understanding of how APIs work and how Wraps platforms (e.g. HubSpot ServiceNow Tovuti LMS digital evidence systems) can be integrated or connected to create unified responsive customer journeys.
- Partner closely with Product Engineering and IT to articulate clear use cases and business logic for automationserving as the voice of the customer in ensuring that integrations and optimizations truly meet enduser needs.
- Evaluate current customer lifecycle touchpoints and surface opportunities for automation in onboarding support ticketing LMS enrollment hardware deployment tracking and performance reporting.
- Own the mapping of customer successrelated systems and data flowsensuring insights are actionable and friction points are addressed through smarter system design.
Skills & Qualifications
- 7 years in Customer Success Account Management or related clientfacing roles with at least 3 years in a leadership or teambuilding capacity.
- Proven success in B2C SaaS or technologydriven organizations; public safety government or missioncritical environments highly preferred.
- Comfort working in a fastpaced environment with shifting priorities.
- Proven ability to collaborate effectively with internal teams and external partners.
Benefits
You will be entitled to participate in any employee benefit plan program or policy that is made generally available to other fulltime employees of the Company subject to the eligibility requirements and terms of the applicable documents governing such plan program or policy. The continuation modification or termination of each plan program or policy will be at the sole discretion of the Company. Additional information will be provided to you regarding these benefits.
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Sick leave
- Life insurance
- Shortterm and longterm disability insurance
- Wrap 401K plan
- Bonus eligibility and amounts are subject to company policy
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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