Director of Customer Success - Remote

Overview

We are seeking a driven and experienced Director of Customer Success to join our growing team that specializes in selling enterprise SaaS software solutions to local government and state agencies. This role is ideal for someone with a player-coach mindset, who is comfortable rolling up their sleeves while also building scalable systems and a high-impact team over time.

In Short

• Establish and lead the customer success function.
• Serve as the primary point of contact post-sale for new customers.
• Develop a renewal strategy to deliver high retention rates.
• Manage customer journey frameworks that drive adoption and satisfaction.
• Collaborate with the sales team to uncover and qualify expansion strategies.
• Act as a trusted advisor to customers on product value.
• Escalate and resolve customer issues effectively.
• Use performance data to prepare and deliver reports for leadership.
• Quickly become a product expert and deliver compelling demonstrations.
• Maintain knowledge of local government trends and regulations.

Requirements

• 7–10 years of experience in Customer Success or a similar role.
• Experience working with public sector clients.
• Prior experience building and scaling a customer success function.
• Strong customer orientation and focus on delivering value.
• Excellent cross-functional collaboration skills.
• Outstanding communication and influencing skills.
• Familiarity with complex technical products.
• Ability to work in ambiguity and iterate on processes.
• Bachelor’s degree in a relevant field.

Benefits

• Work with pioneering drone technology.
• Opportunities for professional growth.
• Competitive salary and commission structure.
• Benefits package including stock options and health insurance.