VP, Client Success

Job description

**About First Due** First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations. ### **Job Title: VP, Client Success** **Location**: Remote - US Only **Country**: United States **Department**: Client Success **Reports To**: Chief Customer Officer **Position Type**: Full-Time **Salary Range**: $200k - $225k base + Bonus --- ### **Job Summary:** First Due is looking for a dynamic, results-driven VP, Client Success to lead and elevate the way we serve our customers across every segment and stage of their journey. This is a leadership role with full ownership of customer adoption, retention, expansion, and satisfaction — directly tied to company revenue growth. You will build/enhance the systems, frameworks, and culture that define what "great" looks like for our customers and our CS organization. You will be a cross-functional partner to Product, Services, and Support, and a visible champion for the customer voice at the leadership table. --- ### **Key Responsibilities:** **Customer Experience & Process Excellence** - Continuously identify, design, and refresh customer-facing processes that elevate the experience across all customer segments and every stage of the journey. - Define and document the end-to-end customer journey, owning all phases of product adoption and value realization from onboarding through renewal and expansion. - Serve as the standard-bearer for First Due values and customer outcomes — modeling the behaviors and mindset you expect from the entire CS organization. **Digital Touch Points & Product Partnership** - Influence the product roadmap to adopt and continuously improve digital touch points that scale the customer experience across segments. - Serve as a VP-level strategic partner to Product, Services, and Support, representing the customer voice and driving alignment on shared outcomes. - Map the CSM engagement framework and team behaviors to the product module maturity model, ensuring CS motion evolves alongside product capability. **Team Enablement & Performance Management** - Develop and deploy a comprehensive enablement and certification program for CSMs and CS leaders — building organizational capability and raising the performance bar. - Elevate performance management practices across CS leadership and individual contributor teams, instilling clarity, accountability, and a culture of coaching. - Develop and roll out scorecards across the organization that measure health, productivity, and outcomes at every level. - Enable the team to clearly demonstrate "what good looks like" — leading by example and building a replicable model of CS excellence. **Revenue Ownership & Commercial Acumen** - Demonstrate full ownership of revenue outcomes — proactively managing retention, expansion, and gross/net revenue retention (GRR/NRR) to best-in-class benchmarks. - Lead renewal forecasting and pipeline management with precision, providing executive-level visibility into health, risk, and opportunity. - Drive lead development and expansion opportunities from within the existing customer base in close partnership with Sales. - Apply strong commercial aptitude across all aspects of the CS function — from deal economics to segment economics to portfolio health. **Community, Events & Executive Presence** - Serve as a key contributor to shaping community engagements, customer events, and advisory boards — building a loyal and vocal customer community. - Represent First Due at industry events and in customer forums, reinforcing our commitment to client success and product excellence. --- ### **Qualifications:** - 8+ years of experience in Client Success and/or Account Management with at least 3–5 years in a senior leadership role at a B2B SaaS company. - Demonstrated track record of owning and improving GRR, NRR, and customer satisfaction metrics at scale across multiple customer segments. - Strong commercial mindset — you understand renewal economics, forecasting, expansion motions, and how CS directly drives revenue. - Proven ability to build and scale enablement programs, performance frameworks, and operational infrastructure from the ground up. - Experience partnering with Product to influence roadmap and digital experience strategies based on customer insights and adoption data. - Exceptional leadership presence — you inspire confidence in customers, direct reports, and executive peers alike. - Data-driven and process-oriented, with the ability to translate metrics into actionable insights and organizational direction.