Customer Success Advocate I

American Society of Crime Laboratory Directors (ASCLD)

Customer Success Advocate ensuring measurable outcomes and customer advocacy for enterprise accounts at Versaterm. Collaborate across teams to enhance community safety and public safety technology.

Posted 5/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as a trusted advisor and primary point of contact for enterprise accounts.
Build deep understanding of each customer’s business goals, organizational structure, challenges, and success metrics.
Maintain accurate customer contact information; track org changes, decision makers, and stakeholders.
Prepare and lead standardized quarterly touchpoints and QBRs, driving strategic conversations and showcasing value delivered.
Align with customers on agency goals, program objectives, and annual business outcomes.
Review corporate updates, roadmap changes, and trends relevant to the customer’s long-term strategy.
Establish future meeting cadence; expand executive or stakeholder participation when necessary.
Provide coaching post implementation to ensure smooth adoption and early value realization.
Continuously educate customers on new product capabilities, best practices, and industry insights.
Review usage metrics/telemetry, adoption patterns, and business case impact tied to SLAs.
Surface whitespace opportunities based on account maturity, use cases, and operational needs.
Conduct quarterly monitoring of support tickets (e.g., within Zendesk) to identify patterns, risks, or inefficiencies.
Ensure SLAs are being met and review critical or unresolved support cases during QBRs.
Track open projects, enhancement requests, and roadmap commitments; ensure transparency and follow through.
Moderate group meetings (set agenda, establish objectives, capture actions/decisions, collect feedback, and publish recap notes).
Assist with onboarding by distributing product knowledge materials, playbooks, and tools to accelerate time-to-value for client adoption.
Partner with Marketing to plan and host webinars; own the end-to-end scaled education flow (promotion, delivery, recording, follow-ups, and content repository).
Publish the monthly/quarterly newsletter highlighting product updates, best practices, recordings, and upcoming training.
Share success stories and surface upsell/cross sell signals to Sales/Account Management based on usage patterns, maturity milestones, and customer feedback.
Coordinate with Product and Support to ensure customers have clarity on status and next steps, attend meetings with product to fully understand product roadmap and planned enhancements.
Act as the internal advocate for customers—translating their needs into actionable insights for Product, Engineering, Support, and Leadership.
Deliver and document structured VoC feedback on feature requests, adoption blockers, and market trends.
Lead renewal conversations with a proactive focus on value, outcomes, and future growth.
Partner with Sales on cross sell and upsell opportunities, providing talking points and context based on business alignment.
Maintain awareness of open opportunities, procurement cycles, and Salesforce pipeline activity.
Maintain clear communication channels with customer stakeholders at all levels.
Provide timely updates on product changes, best practices, case escalations, and risks.
Document all key interactions, risks, and opportunities in internal systems.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Communications, Marketing, Psychology or related field.
A minimum of 3–5 years of experience in customer success, preferably in a SaaS environment or public safety experience.
Proven experience managing strategic or enterprise level customer relationships, with a track record of driving measurable outcomes, fostering adoption, and ensuring long-term customer retention.
Strong business acumen and the ability to deeply understand customers’ organizational structures, priorities, and success metrics in order to translate product capabilities into meaningful impact.
Exceptional communication and facilitation skills.
Operational rigor and attention to detail, including comfort with maintaining accurate account data.
Analytical and data driven mindset, with the ability to interpret usage patterns, telemetry, customer health indicators.
Comfort in fast paced, evolving environments, with adaptability to shifting priorities, evolving product roadmaps, and customer organizational changes.
Proactive mindset with an ownership mentality

Benefits

Comp & perks

health insurance
retirement plans
paid time off
flexible work arrangements
professional development
bonuses
stock options
equipment allowances
wellness programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successSaaSdata analysisusage metricstelemetrybusiness case impactaccount managementproject trackingfeature requestscustomer health indicators

Soft Skills

communicationfacilitationoperational rigorattention to detailanalytical mindsetadaptabilityproactive mindsetownership mentalityrelationship managementstrategic thinking