Director, Customer Success Ontario

Versaterm is a PE-backed, high-growth SaaS company building a fully integrated platform across the entire public safety ecosystem — dispatch, law enforcement, forensics, courts, and beyond . We've grown through strategic acquisitions and deep product investment. What connects all of it is a single purpose: give public safety agencies the tools and insights to make better decisions in high-stakes moments.

When a dispatcher takes a 911 call, a detective works a case, or a lab processes evidence, there's a good chance our software is running in the background. That's been true for over four decades.

AI is central to where we're going. Not as a feature but as core infrastructure. We're embedding intelligence directly into the workflows our customers rely on every day, and we're doing it alongside them. Our customers tell us what the mission demands. We build what answers it.

This work attracts a specific kind of person — someone who wants to be pushed by great people, build things that outlast a sprint cycle, and go home knowing the work connected back to something real.

The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time. This role is accountable for building and scaling a high-performing Customer Success organizationoperatingunder a “One Account, One Owner” model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts.

The Director defines how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment—while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention. The role partners closely with Sales,Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.

This job posting is being used to fill an existing vacancy.

• Execute Customer Success strategies across all customer segments, ensuring alignment to company growth and retention objectives.
• Establish standardized customer lifecycle motions, including success planning, business reviews, adoption programs, and renewal readiness.
• Ensure a proactive, outcome-driven approach to customer engagement focused on value realization and measurable impact.
• Build scalable processes and playbooks that reduce duplication andensureconsistencyacross
  
  Customer Success teams.
• Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts.
• Operationalize a hub-and-spoke model, where Customer Success Manager sown relationshipsandprovide generalprojectknowledgeand engage specialistsforadditionaltargeted support.
• Ensure role clarity across Customer Success and adjacent teams, reinforcing boundaries around support, project delivery/onboarding, and sales ownership.
• Continuously refine segmentation and coverage models to balanceengagementwith scalable programs.
• Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating 180–90 dayspre-expiry), enforcing disciplined commercial rigor across procurement cycles, and operationalizing cross-functional support to drive on-time renewals, maximize ARR retention and price increases, mitigate churn risk, and ensure consistent value realization for customers.

• Partner with Sales,Project Delivery/Onboarding, Support, Product, and Marketing to deliver a cohesive customer experience.
• Establish clear handoffs and accountability across onboarding, Customer Success, and renewals.
• Serve as an escalation pointfor high-risk or high-impact customer situations to ensuresatisfactorycustomerresolutionand support.
• Provide Voice of Customer insights to influence product roadmapand go-to-market strategy.

• Own and drive gross and net revenue retention across the customer portfolio, aligning performance to company financial targets.
• Define and operationalize success metrics across Customer Success and Renewals,…