Senior Manager, Partner Success

The Company

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977 weve been building an ecosystem of intuitive tools designed for public safety agencies forensic labs court systems schools and other institutions. Through purposeful integrations and a selective growth strategy we focus on improving workflows to help our customers achieve more efficient operations better service and more just outcomes.

Our teams are driven by innovation expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem youll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If youre passionate about making a meaningful difference wed love to hear from you.

The Role

The Senior Manager Partner Success plays a key role in ensuring our public safety partnerslaw enforcement fire EMS and emergency management agenciessuccessfully adopt and integrate our range of software solutions including complex Computer-Aided Dispatch (CAD) and Records Management Systems (RMS) as well as other special purpose solutions for public safety support and community engagement. This role is responsible for driving strategic engagement optimizing partner outcomes and fostering long-term relationships that support mission-critical operations.

What Youll Do

• Lead and oversee the vCAD/vRMS Partner Success Managers by developing approaches processes and material that support onboarding product adoption and long-term engagement for public safety agencies.
• Serve as a trusted advisor to Partner Success Managers by understanding the operational demands of public safety environments and aligning our vCAD/vRMS solutions to meet the unique needs of our clients.
• Collaborate effectively with the overall Versaterm Partner Success team including with other Partner Success Managers to develop a cohesive strategy and approach to Partner Success.
• Work in concert with the broader Partner Success team as well as Sales Product Engineering Deployment and Support teams to ensure partner feedback informs product development and service delivery especially in high-impact areas like dispatch operations and incident reporting.
• Design and implement processes that enhance partner experience across all lifecycle stagesfrom onboarding to renewalensuring consistent value delivery and operational readiness.
• Lead efforts to support seamless integration of vCAD/vRMS systems into agency workflows ensuring interoperability with other systems and compliance with regulatory standards.
• Recruit mentor and develop a high-performing team of Partner Success Account Managers with deep knowledge of public safety workflows and technology.
• Leverage customer data feedback and usage metrics to identify trends anticipate challenges and drive proactive engagement strategies tailored to public safety agencies.
• Monitor partner health scores and satisfaction metrics implementing targeted initiatives to improve retention and deepen relationships with agencies.
• Perform other related duties as assigned to support team objectives departmental needs and overall organizational priorities.

What You Bring

• Bachelors degree in Business Technology Public Administration or a related field; Masters or advanced degree preferred. Relevant professional certifications are an asset.
• 812 years of experience in customer success partner management or related roles (preferably in enterprise SaaS or public safety technology) including 3-5 years leading and managing teams.
• Deep understanding of CAD/RMS systems and their role in public safety operations.
• Proven track record of leading customer success teams and driving measurable outcomes.
• Strong understanding of software implementation integration and change management.
• Excellent communication leadership and stakeholder management skills.
• Experience working with complex mission-critical software solutions is highly desirable.

Dueto the nature of our work with public safety agencies this position requires compliance with the FBIs Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements please visit the FBIs CJIS Security Policy Resource Center.

Equal Opportunity

Versaterm is committed to building and supporting inclusion diversity and equity and sustaining a barrier-free areavailable on request throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies please