--- title: 'Director, Customer Success at Versaterm' canonical: 'https://feeny.ai/job/director-customer-success-versaterm-canada-drshxjg05w4a' type: 'job' last_seen: '2026-09-08' --- # Director, Customer Success at Versaterm - **Company:** Versaterm - **Location:** Canada - **Work type:** remote - **Posted:** 2026-05-28 - **Last confirmed live:** 2026-09-08 - **Apply:** https://job-boards.greenhouse.io/versaterm/jobs/5234353008 ## Job description The Company 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 911 call is answered, a detective investigates a case, or a forensic lab processes evidence, there's a good chance our software is working behind the scenes. 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 Role 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 organization operating under 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. ## What You Do Customer Success Strategy & Execution - 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 and ensure consistency across Customer Success teams. Operating Model & Segmentation - Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts. - Operationalize a hub-and-spoke model, where Customer Success Managers own relationships and provide general project knowledge and engage specialists for additional targeted 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 balance engagement with scalable programs. - Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating 180–90 days pre-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. Cross-Functional Leadership - 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 point for high-risk or high-impact customer situations to ensure satisfactory customer resolution and support. - Provide Voice of Customer insights to influence product roadmap and go-to-market strategy. Data, Reporting & Performance Management - 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, including retention, on-time renewals, customer health, business review quality, and expansion pipeline influence. - Design and execute structured renewal motions, incorporating early engagement, procurement tracking, and risk mitigation to ensure predictable, on-time renewals. - Leading the Renewals team and partnering with sales teams to drive expansion opportunities and maximize lifetime value. - Proactively identify churn risks through health, adoption, and engagement signals; implement targeted save plans to mitigate attrition. - Establish and maintain customer health scoring models to guide segmentation, prioritization, and intervention strategies. - Drive a consistent operating cadence (e.g., pipeline reviews, business reviews) to assess customer health, renewal forecasts, and team performance; coach proactively and enforce accountability. - Ensure CRM hygiene and data integrity (e.g., Salesforce), enabling accurate forecasting, renewal visibility, and revenue reporting. - Analyze systemic risks and performance trends, translating insights into process improvements, playbook enhancements, and program investments. - Oversee automated customer engagement programs (e.g., campaigns, webinars, lifecycle education, newsletters) to scale impact and drive adoption. - Communicate performance, risks, and strategic recommendations clearly to GTM and Executive Leadership, ensuring alignment and informed decision-making. ## What You Bring - Bachelor’s degree in Business Administration, Communications, or a related field. - 10+ years of experience in Customer Success, Account Management, or related SaaS roles. - 5+ years of experience leading teams and developing people leaders. - Proven experience owning retention, renewals, and customer growth metrics at scale. - Strong understanding of Customer Success operating models, including segmentation and scaled engagement strategies. - Experience building and standardizing processes, playbooks, and performance frameworks. - Strong data orientation, with the ability to translate insights into action and measurable outcomes. - Exceptional collaboration and leadership skills, with the ability to align cross-functional teams. - Excellent communication and executive presence, with experience engaging senior stakeholders. - Ability to operate effectively in complex, high-accountability environments. - Experience in public sector, GovTech, or public safety SaaS environments preferred. Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on the Government of Canada's security screening process, please visit [Public Services and Procurement Canada](https://www.canada.ca/en/public-services-procurement.html). Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. AI is central to how Versaterm builds and delivers solutions for our customers. Within Talent Acquisition, we use AI-enabled tools to support certain aspects of the recruitment process, helping our team work more efficiently and spend more time connecting with great talent. AI supports our work, but all hiring and employment decisions are made by people. Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com. ## About Versaterm ## Company Overview - **One-liner**: Versaterm provides public safety software—including computer-aided dispatch (CAD), records management (RMS), drone operations, and community engagement platforms—for police, fire, and other emergency agencies. - **Entity Type**: Private (acquired by Banneker Partners in December 2020) - **Headquarters**: Ottawa, Ontario, Canada - **Founded**: 1977 - **Founders**: Former Royal Canadian Mounted Police employees (specific names not publicly disclosed) ## Core Business - **Primary Industry**: Public safety technology / Government software - **Target Customers**: Law enforcement, fire, EMS, and other public safety agencies (B2G) - **Mission Statement**: "We are dedicated to public safety innovation through solutions and the service that sustains them, enabling our customers to meet the evolving needs of their communities." ## Products & Services - **Versaterm CAD (Computer-Aided Dispatch)**: Real-time dispatch platform that improves response speed and coordination between dispatch and field units. - **Versaterm RMS (Records Management System)**: Modern records management that reduces manual effort and strengthens accuracy across patrol through command. - **DroneSense (by Versaterm)**: Drone operations platform for aerial awareness during incident response (acquired in 2025 for more than $100M USD). - **Versaterm CommunityConnect / CommunityReport / Public Portal**: Tools for public engagement, online reporting, and transparent communication to build community trust. - **Versaterm CallTriage**: Call triage solution to route and prioritize incoming requests. - **Professional Standards & Wellness Solutions**: Systems for internal accountability, fatigue management, and officer wellness. All offerings are SaaS-based, deployed on-premises or via cloud, tailored for government agencies. ## Market Standing - **Valuation**: Not disclosed (privately held) - **Key Metric**: Annual revenue of $42.5M (estimated, as per LinkedIn company profile) *Note: This is likely an estimate; official figures are not published.* - **Total Employees**: 378 (+34.7% year-over-year growth) as of mid-2026 - **Notable Investors / Partners**: Banneker Partners (majority owner); partnerships with Major Cities Chiefs Association and Major County Sheriffs Association. - **Growth Signals**: - Acquired multiple companies since 2020: Komutel (2021), JusticeTrax (2021), Visual Labs (2023), Fivepoint Payments, and DroneSense (2025). - Recognized by *Government Technology* for transforming government efficiency. - Operates in 8 countries (U.S., Canada, Tunisia, U.K., India, Australia, Cameroon, Belgium). - Active job postings up 68% year-over-year. - **Recent Appointment**: Michael Pelfrey named Chief Revenue Officer in 2025. ## Competitive Advantages - **47+ years of domain expertise**: Deep understanding of public safety workflows and regulatory requirements. - **Comprehensive product suite**: Covers the entire incident lifecycle—dispatch, response, records, community engagement, and professional standards—reducing vendor fragmentation for agencies. - **Customer obsession & flexibility**: Emphasizes partnership over commodity sales, allowing agencies to modernize at their own pace. - **Cross-border footprint**: Dominant in North American public safety records management alongside Niche Technologies, with growing international presence. ## Strategic Focus - **Modernizing legacy systems**: Upgrading aging CAD/RMS platforms with modern, cloud-capable solutions. - **Expanding via M&A**: Aggressively acquiring complementary technologies (drone ops, payments, community portals) to create an integrated ecosystem. - **Building community trust**: Investing in transparency tools and public-facing portals to improve agency-community relationships. - **Talent growth**: Scaling headcount rapidly, especially in technical roles (engineering, product, support). ## Why Work Here - **Impactful mission**: Work directly supports first responders and community safety—"your work could make all the difference." - **Remote/Hybrid options**: Many roles are listed as "U.S. (Remote)" or "Canada (Remote)", indicating flexible work arrangements. - **Benefits** (per careers page): - Modern Healthcare Options - 401k / RRSP Programs - Annual Wellness Benefit - Monthly Cell Phone Stipend - Employee Recognition Program - Diverse & Inclusive Environment - **Growth trajectory**: Company is investing heavily in product development and has a 34%+ headcount growth rate, offering opportunities for career advancement. - **Culture**: Values include customer obsession, excellence, selflessness, curiosity, caring, and honesty. Employer rating on LinkedIn: 3.8/5 (74 reviews, with work-life balance at 3.9). - **Engineering Culture**: Technical roles make up ~25% of staff (134 employees); development likely involves modern stacks and integration challenges critical to public safety. ## Sources 1. [versaterm.com](https://www.versaterm.com/) 2. [versaterm.com/about](https://www.versaterm.com/about/) 3. [versaterm.com/careers](https://www.versaterm.com/careers/) 4. [Greenhouse career portal](http://job-boards.greenhouse.io/versaterm) 5. 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