Qualifications

• 8+ years in Customer Success or post-sales leadership at a B2B SaaS company, including 3+ years managing a team.
• Experience directly managing renewals and/or expansion metrics rather than only satisfaction scores.
• Proven experience in building or significantly improving a Customer Success function.
• Strong negotiation skills with experience in pricing and contracts required.
• Demonstrated success in partnering with Sales, Product, and Operations teams.
• Adaptable as a player-coach; willing to involve in hands-on account management as needed.
• Experience in public safety, GovTech, or complex B2B environments is advantageous.

Responsibilities

• Own and drive net revenue retention (NRR) and gross retention (GRR).
• Lead and develop the Customer Success team, conducting regular coaching and performance reviews.
• Manage renewals processes from start to finish, including pricing and contract negotiations.
• Collaborate with Sales and Operations to identify and pursue expansion opportunities within existing accounts.
• Oversee and optimize the customer health score, ensuring weekly assessments are conducted.
• Enhance onboarding processes to ensure quick value realization for new agencies.
• Act as the main executive representative for top accounts, engaging directly when necessary.

Benefits

• Opportunity to lead a small senior team within a dynamic B2B SaaS environment.
• Hands-on leadership role that combines strategic oversight with operational involvement.
• Growth potential as the company expands its Customer Success function and hires new team members.
• Direct influence on company strategies related to customer retention and expansion metrics.