VP, Client Success
About the role
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
- 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.