Director of Customer Success
About The Position
GovWorx is looking for a Director of Customer Success to lead our customer success strategy across a portfolio of our products, serving 911/ECC centers, and public safety agencies. This role is responsible for customer maturity, product adoption, relationship strength, and value realization across the customer lifecycle. It is not a sales or renewal-closing role — its commercial impact comes from creating the conditions for renewal: demonstrated value, sustained adoption, trusted relationships, and high satisfaction. The Director will lead and develop the Customer Success team, build scalable programs and operating rhythms, and serve as the voice of the customer across GovWorx — including in front of public safety leadership, IT/security stakeholders, and command staff who depend on our products for mission-critical work.
Requirements
- 7+ years in Customer Success, account management, or a related customer-facing SaaS role, including experience leading and developing a CS 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 — understanding their operational realities, stakeholders, and mission-critical stakes is essential.
- 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.
- Must pass FBI fingerprint and background check in multiple states.
Nice To Haves
- Experience in a growing or evolving SaaS organization preferred.
Responsibilities
- Define and execute a customer success strategy aligned with GovWorx's growth, retention, and renewal objectives.
- Own a customer maturity framework that moves customers from implementation and initial adoption to advanced, strategic use of GovWorx products.
- Standardize methodology for 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 their 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 clear 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 actionable visibility into customer trends, risks, opportunities, and portfolio health.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
