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About the role
Key responsibilities & impact- Lead multiple customer-facing functions and leadership teams across Customer Success, strategic account engagement, and customer experience initiatives.
- Develop and execute enterprise-wide customer experience strategies aligned to company growth objectives.
- Partner with executive leadership to influence company-wide customer engagement, retention, and growth strategies.
- Establish scalable organizational structures, processes, and performance frameworks across customer-facing operations.
- Drive executive-level customer relationships and serve as senior escalation point for strategic accounts and complex customer matters.
- Build and mentor customer-facing leaders, fostering a culture of accountability, collaboration, and operational excellence.
- Improve gross renewals, net retention, and customer health metrics.
- Support expansion sales, including upgrades, maintenance plans, and service contracts.
- Identify and nurture new business opportunities to support sales in closing deals and driving revenue growth.
- Drive product adoption and reduce churn through proactive, value-driven customer engagement.
- Increase customer advocacy and reference ability to support sales and marketing initiatives.
- Implement tools and processes to monitor organizational and team performance.
- Align closely with Sales and Regional Directors on pipeline, renewals, and expansion planning.
- Leverage data and customer feedback to inform strategic decisions and improve team effectiveness.
Requirements
What you’ll need- 10+ years of progressive leadership experience across customer success, customer experience, services, account management, or other customer-facing leadership functions.
- Minimum 7 years managing public safety customer-facing functions in mission-critical environments.
- Proven track record of building and scaling customer-facing teams and programs.
- Executive leadership experience managing multiple customer-facing functions and leaders across regions and/or business units.
- Experience working within public safety, emergency communications, utilities, transportation, or command-and-control sectors (required).
- Demonstrated success partnering with executive stakeholders and leading organizational transformation initiatives.
- Strong executive presence with the ability to influence at the C-suite level internally and externally.
- Exceptional communication, interpersonal, and organizational leadership skills.
- Comfortable working in a dynamic, evolving environment with multiple stakeholders and priorities.
Benefits
Comp & perks- Medical, Dental, Vision Benefits
- 401(k), including a Company match
- Generous Paid Time Off Packages
- Company paid short-term and long-term disability coverage, basic life insurance and wellbeing benefits
- Flexible working hours
- The ability to grow your career by attending various educational programs and/or trainings
- 10 paid holidays
- Incentive Bonus Plans
- Perks and discounts
- And more!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience strategiescustomer engagementperformance frameworkssales expansionproduct adoptiondata analysiscustomer health metricsrenewals managementbusiness opportunity identificationoperational excellence
Soft Skills
leadershipcommunicationinterpersonal skillsorganizational skillscollaborationaccountabilityinfluencementoringdynamic environment adaptabilitystakeholder management