--- title: 'Director of Customer Success at GovWorx' canonical: 'https://feeny.ai/job/director-of-customer-success-govworx-united-states-ankrrk9mgeq3' type: 'job' last_seen: '2026-09-08' --- # Director of Customer Success at GovWorx - **Company:** GovWorx - **Location:** United States - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-28 - **Last confirmed live:** 2026-09-08 - **Apply:** https://jobs.ashbyhq.com/govworx/235af9f0-1e2d-4cfb-8dde-7ef6993caa33 ## Job description ## DIRECTOR OF CUSTOMER SUCCESS Location: Remote, US Type: Full-Time Clearance: Must pass FBI fingerprint and background check in multiple states ## OVERVIEW GovWorx is looking for a Director of Customer Success to lead our customer success strategy across a portfolio of our products, serving 911/ECC centers, and public safety agencies. This role is responsible for customer maturity, product adoption, relationship strength, and value realization across the customer lifecycle. It is not a sales or renewal-closing role — its commercial impact comes from creating the conditions for renewal: demonstrated value, sustained adoption, trusted relationships, and high satisfaction. The Director will lead and develop the Customer Success team, build scalable programs and operating rhythms, and serve as the voice of the customer across GovWorx — including in front of public safety leadership, IT/security stakeholders, and command staff who depend on our products for mission-critical work. ## KEY RESPONSIBILITIES - Define and execute a customer success strategy aligned with GovWorx's growth, retention, and renewal objectives. - Own a customer maturity framework that moves customers from implementation and initial adoption to advanced, strategic use of GovWorx products. - Standardize methodology for success planning, value realization, executive business reviews, health monitoring, and risk management. - Drive sustained adoption and deeper product usage across the customer base. - Ensure every customer has a success plan connecting GovWorx capabilities to their operational and mission objectives. - Build proactive risk identification, escalation, and mitigation processes to reduce churn and contraction. - Partner with Sales/Account Management to support renewals with clear evidence of adoption, outcomes, relationship strength, and risk. - Increase customer satisfaction, referenceability, and advocacy. - Partner with Product to convert customer feedback and usage data into product improvements and adoption opportunities. - Partner with Marketing and Enablement on customer education, communications, community, and advocacy programs. - Partner with Support and Professional Services to improve onboarding, issue resolution, and the overall customer journey. - Scale team performance through playbooks, training, coaching, quality reviews, portfolio design, and capacity planning. - Establish and report on KPIs, giving leadership actionable visibility into customer trends, risks, opportunities, and portfolio health. ## QUALIFICATIONS - 7+ years in Customer Success, account management, or a related customer-facing SaaS role, including experience leading and developing a CS team. - 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 — understanding their operational realities, stakeholders, and mission-critical stakes is essential. - Experience building segmentation, health scoring, success planning, maturity, and risk-management frameworks. - Strong grasp of the SaaS customer lifecycle and the levers that drive retention and renewal. - Ability to translate product capabilities into measurable customer and business outcomes. - Experience building trust with senior and executive stakeholders, including in government/public sector settings. - Comfort using data to prioritize action and evaluate team performance. - Strong communication, facilitation, coaching, and cross-functional leadership skills. - Ability to operate strategically while staying close to customers and daily execution. - Experience in Public Safety, either as a Public Safety professional, Responder, Telecommunicator, or a vendor is required. - Experience in a growing or evolving SaaS organization preferred. WHY JOIN GOVWORX? GovWorx is redefining how public safety agencies strengthen their teams, supporting supervisors, trainers, call takers, dispatchers, officers, medics, and leaders with technology that builds skill, confidence, and operational excellence. You will play a direct role in empowering agencies and improving outcomes for the professionals who serve our communities every day. ## About GovWorx ## Company Overview - **One-liner**: GovWorx provides AI-powered solutions for 9‑1‑1 emergency communications centers (ECCs) to hire, train, coach, and retain telecommunicators through a unified workforce management platform. - **Entity Type**: Private (total funding $8.9M, 1 prior round) - **Headquarters**: Denver, Colorado, USA - **Founded**: 2023 (some sources list 2024) - **Founders**: Alex Montgomery and Scott MacDonald ## Core Business - **Primary industry**: Public safety technology / emergency communications - **Target customers**: Government emergency communications centers (ECCs) of all sizes (1–275+ telecommunicators) – B2G - **Mission**: “To strengthen those who serve” – elevate the impact of all responders by combining responsible AI with human expertise ## Products & Services - **CommsCoach ASSIST**: Real‑time call guidance with adaptive questioning that evolves during a 9‑1‑1 call, helping telecommunicators stay policy‑aligned and confident. - **CommsCoach HIRE**: AI‑driven, research‑based pre‑hire assessments and simulations that measure core skills, competencies, and stress/trauma resilience for unbiased candidate evaluation. - **CommsCoach TRAIN**: Unified enablement platform with realistic AI‑driven call & radio simulations, microlearning library, phased training paths, and continuous skill tracking from pre‑hire through on‑the‑floor performance. - **CommsCoach QA**: AI‑driven quality assurance that evaluates every eligible call and radio transmission, replacing manual reviews with standards‑based scoring and coaching insights. - **GovWorx 911 Workforce Management Platform**: Integrates all CommsCoach modules to support the entire telecommunicator career cycle (hire, train, coach, retain). ## Market Standing - **Valuation**: Not publicly disclosed - **Key Metric**: Total funding $8.9M (single disclosed round) - **Notable Investors/Partners**: Not explicitly named; 400+ partner customers (including Salt Lake Valley Emergency Communications Center) - **Growth Signals**: - 75 employees (+206.9% year‑over‑year, +60 people) - Operates in 5 countries (USA, Brazil, Argentina, Canada, Saudi Arabia) - Processes over 1.2M evaluations per month, 15M+ audio files transcribed, 8M+ simulations monthly - Trusted by centers ranging from 1 to 275+ telecommunicators - Customer case study: SLVECC cut candidate evaluation time in half and improved retention by 15% ## Competitive Advantages - **Domain expertise built by practitioners**: Founders and team include former first responders and public safety technology veterans with 20+ years of experience (Motorola, TriTech, PowerDMS). - **AI that focuses on people, not just operations**: Unlike many tech solutions that target operational efficiency, GovWorx specifically addresses staffing shortages, burnout, and retention – the human side of emergency communications. - **Policy‑driven, responsible AI**: Adaptive questioning and scoring are aligned with each center’s policies and standards, ensuring compliance and fairness. - **End‑to‑end platform**: Covers the entire telecommunicator lifecycle (hire, train, QA, coach, retain) in one unified system, replacing fragmented manual processes. ## Strategic Focus - **Current priorities**: Solving the staffing crisis in 9‑1‑1 centers by helping agencies hire smarter, train faster, coach better, and retain longer. Expanding globally (already in 5 countries) and deepening AI capabilities for real‑time guidance and translation. - **Growth direction**: Continue scaling the partner network (400+ centers) and developing new AI features that reduce routine burden on telecommunicators while improving response quality. ## Why Work Here - **Fully remote, U.S.‑based company**: Open to candidates in any U.S. state (Colorado preferred but not required); also hiring in LATAM (e.g., Fullstack Engineer - LATAM). - **Mission‑driven culture**: Team united by dedication to public safety professionals; values include respect, security, and honoring the courage of first responders. - **Engineering culture**: Build responsible AI for a critical societal function; work on real‑time call guidance, speech processing, and large‑scale simulation systems. - **Perks**: Remote workspace; not explicitly detailed but emphasis on flexibility and impact. - **Current openings** (as of mid‑2025): Staff Engineer, Fullstack Engineer (US & LATAM), System Operations Engineer, QA Engineer (LATAM), Technical Implementation Specialist, Onboarding Consultant. ## Sources 1. [govworx.ai](https://www.govworx.ai/) 2. [govworx.ai/about](https://www.govworx.ai/about) 3. [govworx.ai/careers](https://www.govworx.ai/careers) 4. [builtin.com](https://builtin.com/company/govworx) 5. [linkedin.com](https://www.linkedin.com/company/govworx) 6. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/govworx) ## Other roles at GovWorx - [Product Manager](https://feeny.ai/job/product-manager-govworx-united-states-t7cgvvxe8n2t) — United States - [Product Manager - HIRE](https://feeny.ai/job/product-manager-hire-govworx-united-states-fckjr5rhq65x) — United States - [Customer Success Manager](https://feeny.ai/job/customer-success-manager-govworx-united-states-hn1xjbnmkw6k) — United States - [Technical Implementation Specialist](https://feeny.ai/job/technical-implementation-specialist-govworx-united-states-efx0r3xed3hk) — United States - [Account Executive](https://feeny.ai/job/account-executive-govworx-united-states-dc0d44rhk65a) — United States - [Fullstack Engineer - LATAM](https://feeny.ai/job/fullstack-engineer-latam-govworx-latin-america-4sjs2mv3p367) — Latin America - [QA Engineer - LATAM](https://feeny.ai/job/qa-engineer-latam-govworx-latin-america-w5kb7zg5nrej) — Latin America - [Fullstack Engineer - US](https://feeny.ai/job/fullstack-engineer-us-govworx-united-states-sep7ar49trqh) — United States - [Staff Engineer](https://feeny.ai/job/staff-engineer-govworx-united-states-qbs7qznb5frd) — United States - [Director of Customer Success](https://feeny.ai/job/director-of-customer-success-sprig-san-francisco-2pqtdcchhet2) — San Francisco, CA