Strategic Customer Success Advocate — Public Safety SaaS

The Company

Versaterm is a global public safety solutions company helping agencies transform their organizations by providing innovative solutions, expertise and an unwavering dedication to customer service. We are on a journey to build a public safety technology platform that will enhance community safety by creating purposeful integrations across the public safety spectrum. We deliver intuitive tools developed for public safety agencies, forensic labs, court systems, schools and other institutions.

Our selective growth strategy focuses on improving customer and user workflows for more efficient and effective operations, leading to better service and outcomes. If you're passionate about making a meaningful difference, we'd love to hear from you.

The Customer Success Advocate I is a relationship-driven advisor responsible for ensuring customers achieve measurable outcomes using the organization's products and services. This role manages a portfolio and acts as each customer's advocate—guiding adoption, facilitating onboarding, and proactively identifying opportunities for deeper value realization. The role partners cross-functionally with Product, Support, Sales, and Leadership to deliver a unified customer experience, bring customer insights back into the business, and influence product enhancements.

The role runs renewal discussions, quarterly business reviews, and ensures alignment with the customer's strategic goals while continuously educating them on new capabilities, best practices, and operational improvements. The role is accountable for customer retention, satisfaction, and alignment to business outcomes.

• Serve as a trusted advisor and primary point of contact for enterprise accounts.
• Build deep understanding of each customer's business goals, organizational structure, challenges, and success metrics.
• Maintain accurate customer contact information; track org changes, decision makers, and stakeholders.
• Prepare and lead standardized quarterly touchpoints and QBRs, driving strategic conversations and showcasing value delivered.
• Align with customers on agency goals, program objectives, and annual business outcomes.
• Review corporate updates, roadmap changes, and trends relevant to the customer's long-term strategy.
• Establish future meeting cadence; expand executive or stakeholder participation when necessary.
• Provide coaching post implementation to ensure smooth adoption and early value realization.
• Continuously educate customers on new product capabilities, best practices, and industry insights.
• Review usage metrics/telemetry, adoption patterns, and business case impact tied to SLAs.
• Surface whitespace opportunities based on account maturity, use cases, and operational needs.
• Conduct quarterly monitoring of support tickets (e.g., within Zendesk) to identify patterns, risks, or inefficiencies.
• Ensure SLAs are being met and review critical or unresolved support cases during QBRs.
• Track open projects, enhancement requests, and roadmap commitments; ensure transparency and follow through.
• Moderate group meetings (set agenda, establish objectives, capture actions/decisions, collect feedback, and publish recap notes).
• Assist with onboarding by distributing product knowledge materials, playbooks, and tools to accelerate time-to-value for client adoption.
• Partner with Marketing to plan and host webinars; own the end-to-end scaled education flow (promotion, delivery, recording, follow-ups, and content repository).
• Publish the monthly/quarterly newsletter highlighting product updates, best practices, recordings, and upcoming training.
• Share success stories and surface upsell/cross sell signals to Sales/Account Management based on usage patterns, maturity milestones, and customer feedback.
• Coordinate with Product and Support to ensure customers have clarity on status and next steps, attend meetings with product to fully understand product roadmap and planned enhancements.
• Act as the internal advocate for customers—translating their needs into actionable insights for Product, Engineering, Support, and Leadership.
• Deliver and document structured VOC feedback on feature requests, adoption blockers,…