Director, Customer Success

Job Summary:

equivant Court is seeking a visionary Director of Customer Success to build and lead our Customer Success department at our rapidly growing enterprise software company serving courts and justice agencies in the U.S., Canada, and Australia. This remote role, reporting directly to the General Manager and part of the Senior Leadership Team, offers the chance to shape a foundational function that drives customer satisfaction, retention, and profitability. The ideal candidate will bring a proven track record of establishing and scaling Customer Success programs, strong leadership skills, and experience delivering measurable results in complex environments. With up to 30% travel, you'll foster relationships, ensure seamless customer journeys, and create strategies tailored to the public sector.

Job Description:

About the Role:

As Director of Customer Success, you will play a foundational role in shaping and scaling the Customer Success department for our enterprise software company, which serves courts and justice agencies across the U.S., Canada, and Australia. Reporting directly to the General Manager and serving as a member of the Senior Leadership Team, this position requires a dynamic leader with a proven track record of building and growing Customer Success programs to deliver long-term customer satisfaction and profitability.

You will oversee all aspects of the Customer Success function, including onboarding, customer engagement, retention, and expansion. This is a unique opportunity to design and implement scalable processes that align with business goals while delivering measurable value to our customers.

Key Responsibilities:

• Develop a Customer Success strategic plan, creating strategies, processes, and tools to optimize customer outcomes.
• Define and measure Customer Success KPIs, including retention, net revenue expansion, and customer satisfaction scores.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer journey and identify upsell opportunities.
• Develop scalable Customer Success programs tailored to the unique needs of courts and justice agencies.
• Lead, mentor, and grow a high-performing Customer Success team.
• Act as the voice of the customer in strategic decision-making at the Senior Leadership level.
• Conduct quarterly business reviews (QBRs) with key clients to assess performance and address challenges proactively.
• Drive customer adoption, retention, and advocacy, ensuring a focus on long-term relationships.
• Develop frameworks for customer segmentation and tailored engagement strategies.
• Maintain a travel schedule of approximately 30% for client meetings, QBRs, and conferences.
   

Qualifications:

• A minimum of 10 years of progressive experience in Customer Success, Account Management, or related roles, including at least 3 years in a leadership capacity.
• Demonstrated success in building and scaling Customer Success programs within enterprise software companies.
• Strong understanding of customer lifecycle management and profitability metrics.
• Excellent leadership and team-building skills, with the ability to inspire and motivate others.
• Experience in customer retention strategies, upselling, and contract renewals.
• Proven ability to work cross-functionally and influence stakeholders at all levels.
• Exceptional analytical and problem-solving skills, with a data-driven approach to decision-making.
• Familiarity with Customer Success platforms and CRM tools.
• Bachelor’s degree required; advanced degree preferred.
   

Preferred Qualifications:

• Experience working with courts, justice agencies, or other public sector entities is highly desirable.
• Knowledge of justice system workflows or public sector sales processes is a strong plus.
   

This is a remote position with the flexibility to work from anywhere, combined with opportunities for meaningful travel to connect with customers and industry partners. If you are passionate about driving customer success and have the vision to build and scale a department, we want to hear from you!

Worker Type:

Regular

Number of Openings Available:    

1