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GovWorx is seeking a Director of Customer Success to lead the customer success strategy and team for a portfolio of products serving 911/Emergency Communications Centers (ECC) and public safety agencies. This is a people-management role focused on customer maturity, adoption, retention, and value realization across the customer lifecycle—not a sales or renewal-closing position, but one that creates the conditions for successful renewals through demonstrated value and trusted relationships.
Key responsibilities include defining and executing a customer success strategy aligned with growth and retention objectives; building a customer maturity framework that progresses customers from implementation through advanced strategic use; standardizing success planning, value realization, executive business reviews, health monitoring, and risk management processes; driving sustained adoption and deeper product usage; ensuring every customer has a documented success plan; establishing proactive risk identification and mitigation to reduce churn; partnering with Sales/Account Management on renewals; increasing customer satisfaction and advocacy; collaborating with Product on feedback conversion; working with Support and Professional Services on onboarding and customer journey improvements; scaling team performance through playbooks, training, and coaching; and establishing KPIs that provide leadership visibility into customer trends and portfolio health.
The ideal candidate brings 7+ years in Customer Success, account management, or related SaaS customer-facing roles with team leadership experience. Required qualifications include a 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; expertise building segmentation, health scoring, success planning, and risk-management frameworks; strong grasp of SaaS customer lifecycle and retention levers; ability to translate product capabilities into measurable outcomes; experience building trust with senior stakeholders in government/public sector settings; comfort using data to prioritize and evaluate performance; strong communication, facilitation, and cross-functional leadership skills; and ability to operate strategically while staying close to execution. Public Safety experience as a professional, responder, telecommunicator, or vendor is required. Experience in a growing SaaS organization is preferred.
