Director of Customer Success

Director of Customer Success

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Location: Remote, US

Type

Full-Time

Clearance

: Must pass FBI fingerprint and background check in multiple states

Overview

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GovWorx is looking for a Director of Customer Success to lead our customer success strategy across a portfolio of our products, serving 911/ECC centers, and public safety agencies.

This role is responsible for customer maturity, product adoption, relationship strength, and value realization across the customer lifecycle. It is not a sales or renewal-closing role — its commercial impact comes from creating the conditions for renewal: demonstrated value, sustained adoption, trusted relationships, and high satisfaction.

The Director will lead and develop the Customer Success team, build scalable programs and operating rhythms, and serve as the voice of the customer across GovWorx — including in front of public safety leadership, IT/security stakeholders, and command staff who depend on our products for mission-critical work.

Key Responsibilities

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• Define and execute a customer success strategy aligned with GovWorx's growth, retention, and renewal objectives.
• Own a customer maturity framework that moves customers from implementation and initial adoption to advanced, strategic use of GovWorx products.
• Standardize methodology for success planning, value realization, executive business reviews, health monitoring, and risk management.
• Drive sustained adoption and deeper product usage across the customer base.
• Ensure every customer has a success plan connecting GovWorx capabilities to their operational and mission objectives.
• Build proactive risk identification, escalation, and mitigation processes to reduce churn and contraction.
• Partner with Sales/Account Management to support renewals with clear evidence of adoption, outcomes, relationship strength, and risk.
• Increase customer satisfaction, referen