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.
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