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The Director of Customer Success leads the customer lifecycle, ensuring value realization, effective solution adoption, and retention across all segments while collaborating with multiple departments to optimize customer experience.

Lead end-to-end implementations of Versaterm public safety software: scope, configure, test, train, and provide go-live support. Manage project plans, engage stakeholders, resolve technical issues, mentor junior specialists, support pre-sales, and improve implementation processes. Ensure CJIS compliance and pass fingerprint-based background checks.

Lead end-to-end delivery of large, complex Versaterm implementation projects. Define delivery approaches, own executive client relationships, resolve complex integration and configuration challenges, develop standards and mentor implementation staff, and partner cross-functionally on pre-sales and strategy.

Lead planning, coordination, and delivery of complex public-safety software implementations. Manage scope, schedule, budget, risks, and cross-functional teams; provide governance, status reporting, and client relationship management. Maintain project financials, invoicing, and revenue recognition. Ensure CJIS compliance and pass fingerprint-based background checks; support go-live and stabilization activities and improve PM tools and processes.

Own a defined territory and full sales cycle for specialty public-safety SaaS products. Prospect, qualify (using MEDDPICC), present solutions (Challenger Sale), negotiate, close, maintain CRM hygiene, forecast accurately, collaborate with other sales teams, build stakeholder relationships, and meet quota.

Lead and develop deployment, data migration, and integration teams to deliver, install, configure, and maintain Versaterm software. Own delivery standards, capacity planning, tooling, and continuous improvement. Escalate and coordinate complex technical issues across Product and Engineering, support pre-sales scoping, and ensure compliance with security and data-handling requirements such as CJIS.

Support pre-sales by translating customer requirements into enterprise SaaS solutions, delivering tailored demos, qualifying opportunities (MEDDPICC), leveraging AI tools, maintaining demo environments, and ensuring smooth handoff to post-sales while providing product feedback and supporting RFP/RFI responses.

Lead global brand, content and external communications to strengthen Versaterm's market position. Oversee media and analyst relations, executive visibility, product launches, crisis management, content strategy, creative direction, and cross-functional alignment. Build team capability, integrate AI into workflows, and measure impact of communications to drive awareness and growth.