VP of Customer Success

First Due

2d•$200,000 - $225,000•Remote

About The Position

First Due is looking for a dynamic, results-driven VP of Customer Success to lead and elevate the way we serve our customers across every segment and stage of their journey. This is a leadership role with full ownership of customer adoption, retention, expansion, and satisfaction — directly tied to company revenue growth. You will build/enhance the systems, frameworks, and culture that define what "great" looks like for our customers and our CS organization. You will be a cross-functional partner to Product, Services, and Support, and a visible champion for the customer voice at the leadership table.

Requirements

8+ years of experience in Customer Success and/or Account Management with at least 3–5 years in a senior leadership role at a B2B SaaS company.
Demonstrated track record of owning and improving GRR, NRR, and customer satisfaction metrics at scale across multiple customer segments.
Strong commercial mindset — you understand renewal economics, forecasting, expansion motions, and how CS directly drives revenue.
Proven ability to build and scale enablement programs, performance frameworks, and operational infrastructure from the ground up.
Experience partnering with Product to influence roadmap and digital experience strategies based on customer insights and adoption data.
Exceptional leadership presence — you inspire confidence in customers, direct reports, and executive peers alike.
Data-driven and process-oriented, with the ability to translate metrics into actionable insights and organizational direction.
All applicants must be authorized to work for any US employer in the United States.
Hiring is contingent upon candidates successfully passing a criminal background check.
As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.

Nice To Haves

Experience in public safety, government technology, or mission-driven vertical SaaS is a major plus.

Responsibilities

Continuously identify, design, and refresh customer-facing processes that elevate the experience across all customer segments and every stage of the journey.
Define and document the end-to-end customer journey, owning all phases of product adoption and value realization from onboarding through renewal and expansion.
Serve as the standard-bearer for First Due values and customer outcomes — modeling the behaviors and mindset you expect from the entire CS organization.
Influence the product roadmap to adopt and continuously improve digital touch points that scale the customer experience across segments.
Serve as a VP-level strategic partner to Product, Services, and Support, representing the customer voice and driving alignment on shared outcomes.
Map the CSM engagement framework and team behaviors to the product module maturity model, ensuring CS motion evolves alongside product capability.
Develop and deploy a comprehensive enablement and certification program for CSMs and CS leaders — building organizational capability and raising the performance bar.
Elevate performance management practices across CS leadership and individual contributor teams, instilling clarity, accountability, and a culture of coaching.
Develop and roll out scorecards across the organization that measure health, productivity, and outcomes at every level.
Enable the team to clearly demonstrate "what good looks like" — leading by example and building a replicable model of CS excellence.
Demonstrate full ownership of revenue outcomes — proactively managing retention, expansion, and gross/net revenue retention (GRR/NRR) to best-in-class benchmarks.
Lead renewal forecasting and pipeline management with precision, providing executive-level visibility into health, risk, and opportunity.
Drive lead development and expansion opportunities from within the existing customer base in close partnership with Sales.
Apply strong commercial aptitude across all aspects of the CS function — from deal economics to segment economics to portfolio health.
Serve as a key contributor to shaping community engagements, customer events, and advisory boards — building a loyal and vocal customer community.
Represent First Due at industry events and in customer forums, reinforcing our commitment to customer success and product excellence.