Versaterm
Public Safety Technology
CustomerSuccessAdvocate
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Advocate at Versaterm. Skills: Customer Success, Relationship Management, Value Realization, Customer Retention. Serve as trusted advisor. Act as primary point of contact”
What You'll Achieve.
Ensure customers achieve measurable outcomes; Guide adoption; Facilitate onboarding; Identify opportunities for deeper value realization; Deliver unified customer experience; Bring customer insights back into business; Influence product enhancements; Run renewal discussions; Ensure alignment with customer's strategic goals; Ensure customer retention; Ensure customer satisfaction; Ensure alignment to business outcomes; Accelerate time-to-value; Ensure SLAs are met; Ensure transparency and follow through; Drive strategic conversations; Showcase value delivered; Align on agency goals; Align on program objectives; Align on annual business outcomes; Ensure smooth adoption; Facilitate early value realization; Surface whitespace opportunities; Identify support ticket patterns; Identify support ticket risks; Identify support ticket inefficiencies; Ensure transparency and follow through; Accelerate time-to-value for client adoption; Surface upsell/cross-sell signals; Ensure customer clarity on status; Ensure customer clarity on next steps; Translate needs into actionable insights; Focus on value in renewals; Focus on outcomes in renewals; Focus on future growth in renewals; Provide context based on business alignment
Industry & Context.
Identify patterns; Identify risks; Identify inefficiencies; Root cause analysis
FBI CJIS Security Policy compliance, Fingerprint-based background check, Security clearances
What They're Looking For.
Must Have
Bachelor's degree in Business Administration, Communications, Marketing, Psychology or related field, 3–5 years of experience in customer success, SaaS environment or public safety experience, Proven experience managing strategic or enterprise level customer relationships, Track record of driving measurable outcomes, Fostering adoption, Ensuring long-term customer retention, Business acumen, Exceptional communication and facilitation skills, Operational rigor and attention to detail, Maintaining accurate account data, Analytical and data driven mindset, Comfort in fast paced, evolving environments, Adaptability to shifting priorities, Evolving product roadmaps, Customer organizational changes, Ownership mentality
Nice to Have
Public safety experience
What You'll Do.
Serve as trusted advisor
Act as primary point of contact
Build deep understanding of customer business goals
Build deep understanding of customer organizational structure
Build deep understanding of customer challenges
Build deep understanding of customer success metrics
Maintain accurate customer contact information
Track decision makers
Prepare standardized quarterly touchpoints
Lead standardized quarterly touchpoints
Drive strategic conversations
Showcase value delivered
Align with customers on agency goals
Align with customers on program objectives
Align with customers on annual business outcomes
Review corporate updates
Review roadmap changes
Review trends relevant to customer strategy
Establish future meetings
Expand executive participation
Expand stakeholder participation
Provide coaching post implementation
Ensure smooth adoption
Facilitate early value realization
Continuously educate customers on new product capabilities
Continuously educate customers on best practices
Continuously educate customers on industry insights
Review adoption patterns
Review business case impact tied to SLAs
Surface whitespace opportunities
Conduct quarterly monitoring of support tickets
Identify support ticket patterns
Identify support ticket risks
Identify support ticket inefficiencies
Review critical support cases during QBRs
Review unresolved support cases during QBRs
Track enhancement requests
Ensure follow through
Moderate group meetings
Establish meeting objectives
Capture meeting actions
Capture meeting decisions
Collect meeting feedback
Publish meeting recap notes
Assist with onboarding
Distribute product knowledge materials
Accelerate time-to-value for client adoption
Partner with Marketing to plan scaled education
Host scaled education flow
Promote scaled education
Deliver scaled education
Record scaled education
Follow up on scaled education
Manage content repository
Publish monthly newsletter
Publish quarterly newsletter
Highlight product updates in newsletter
Highlight best practices in newsletter
Highlight recordings in newsletter
Highlight upcoming training in newsletter
Share success stories
Surface upsell signals to Sales
Surface upsell signals to Account Management
Surface cross-sell signals to Sales
Surface cross-sell signals to Account Management
Coordinate with Product
Coordinate with Support
Ensure customer clarity on status
Ensure customer clarity on next steps
Attend meetings with Product
Understand product roadmap
Understand planned product enhancements
Act as internal advocate for customers
Translate customer needs into actionable insights
Deliver structured VoC feedback
Document structured VoC feedback
Document feature requests
Document adoption blockers
Document market trends
Lead renewal conversations
Focus on value in renewals
Focus on outcomes in renewals
Focus on future growth in renewals
Partner with Sales on cross sell opportunities
Partner with Sales on upsell opportunities
Provide talking points to Sales
Provide context to Sales
Maintain awareness of open opportunities
Maintain awareness of procurement cycles
Maintain awareness of Salesforce pipeline activity
Maintain clear communication channels with customer stakeholders
Provide timely updates on product changes
Provide timely updates on best practices
Provide timely updates on case escalations
Provide timely updates on risks
Document all key interactions
Document all opportunities
How You'll Work.
Team & Collaboration
Cross-functional partnership; Partner with Product; Partner with Support; Partner with Sales; Partner with Leadership; Collaborate with Product; Collaborate with Engineering; Collaborate with Support; Collaborate with Leadership
Communication Scope
Executive presentations; Facilitation skills; Strategic conversations; Customer education; VoC feedback; Internal advocacy
Process & Methodology
Roadmap planning, Enhancement request tracking
Full Job Description
The Company Versaterm is a global public safety solutions company helping agencies transform their organizations by providing innovative solutions, expertise and an unwavering dedication to customer service. We are on a journey to build a public safety technology platform that will enhance community safety by creating purposeful integrations across the public safety spectrum. We deliver intuitive tools developed for public safety agencies, forensic labs, court systems, schools and other institutions. Our selective growth strategy focuses on improving customer and user workflows for more efficient and effective operations, leading to better service and outcomes. Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you. The Role The Customer Success Advocate I is a relationship-driven advisor responsible for ensuring customers achieve measurable outcomes using the organization’s products and services. This role manages a portfolio and acts as each customer’s advocate—guiding adoption, facilitating onboarding, and proactively identifying opportunities for deeper value realization. The role partners cross-functionally with Product, Support, Sales, and Leadership to deliver a unified customer experience, bring customer insights back into the business, and influence product enhancements. The role runs renewal discussions, quarterly business reviews, and ensures alignment with the customer’s strategic goals while continuously educating them on new capabilities, best practices, and operational improvements. The role is accountable for customer retention, satisfaction, and alignment to business outcomes. What You'll Do Serve as a trusted advisor and primary point of c
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