Zetron hiring Director of Customer Success Job in United States
ABOUT US:
For 40 years, Zetron (a Codan Company) has delivered interoperable end-to-end command & control systems across multiple industries and international markets. With over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries, we are an established global leader in connecting communications centers with field operations, personnel, and constituents.
Zetron has more than 400 employees worldwide, including additions to its development, services, sales, support and back-office teams. Zetron is headquartered in Redmond, Washington (USA), with operations throughout the United States such as Tennessee, Canada, the United Kingdom, and Australia to serve its growing global customer base in more than 80 countries around the world.
ABOUT THE ROLE:
We’re seeking a strategic, customer-centric Director of Customer Success to build and lead our Customer Success function across North America. This individual will shape the vision, strategy, and execution of all post-delivery engagement, driving customer value and business growth across a high-impact customer base in public safety dispatch, transportation, utilities, and other mission-critical command and control environments.
This role is ideal for someone who has built or scaled customer-facing teams in complex enterprise software environments and is passionate about customer outcomes, operational rigor, and cross-functional collaboration.
AS A KEY MEMBER OF THE TEAM YOU MUST BE ABLE TO:
Build & Scale the Function
- Define and execute the strategic vision for Customer Success across North America.
- Establish post-delivery playbooks, KPIs, and customer lifecycle frameworks.
- Design segmentation strategies and tailored engagement models to maximize product adoption and retention.
Drive Customer & Business Outcomes
- Improve gross renewals, net retention, and customer health metrics.
- Support expansion sales, including upgrades, maintenance plans, and service contracts.
- Identify and nurture new business opportunities to support sales in closing deals and driving revenue growth.
- Drive product adoption and reduce churn through proactive, value-driven customer engagement.
- Increase customer advocacy and referenceability to support sales and marketing initiatives.
Executive and Cross-Functional Leadership
- Act as a strategic partner to leaders across customer organizations.
- Collaborate across internal teams (Sales, Product, Engineering, Marketing) to improve the end-to-end customer experience.
- Serve as a critical escalation point for customer issues, driving quick, effective resolution.
Key Strategic Account Management
- Take direct ownership of relationships with select strategic accounts across the Americas.
- Serve as executive sponsor and escalation point, ensuring customer satisfaction and partnership success.
- Work closely with account teams and senior stakeholders to understand evolving business needs and identify opportunities for expansion.
- Mentor Customer Success Managers by modeling effective relationship-building and engagement strategies.
Build a High-Performance Team
- Recruit, develop, and inspire a world-class Customer Success team.
- Lead managers and individual contributors across regions and functions.
- Drive a high-performance culture grounded in accountability, continuous improvement, and customer impact.
Operational Excellence
- Implement tools and processes to monitor team and individual performance.
- Align closely with Sales and Regional Directors on pipeline, renewals, and expansion planning.
- Leverage data and feedback to inform strategic decisions and improve team effectiveness
Required Qualifications
- 8–10+ years in Customer Success, Account Management, or Services roles, with progressive leadership experience.
- Experience building and managing teams in mission-critical software environments.
- Deep understanding of customer lifecycle management, KPIs, and post-sales revenue growth levers.
- Experience in public safety, utilities, transportation, or other command-and-control sectors (required).
- Proven ability to influence cross-functional stakeholders and engage with C-level executives.
- Exceptional communication, interpersonal, and executive presence.
- Strong operational and analytical skills with a bias toward action and accountability.
- Comfortable working in a dynamic, evolving environment with multiple stakeholders and priorities.
Preferred Qualifications
- Experience integrating Customer Success processes with Gainsight or similar platforms.
- Background in Professional Services or Pre-Sales Engineering.
BENEFITS & CULTURE
Our U.S. Benefits include:
- Medical, Dental, Vision Benefits
- 401(k), including a Company match
- Generous Paid Time Off Packages
- Company paid short-term and long-term disability coverage, basic life insurance and wellbeing benefits
- Flexible working hours
- The ability to grow your career by attending various educational programs and/or trainings
- 10 paid holidays
- Incentive Bonus Plans
- Perks and discounts
- And more!
Interested in a career with us?
Simply click on “APPLY” and we’ll be in contact shortly
Zetron, Inc. is an equal opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, gender identity, protected veteran status, disability status, or any other characteristic protected by law.
In compliance with the ADA Amendments Act, should you have a disability that requires assistance and / or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 425.820.6363, ext. 294 or via e-mail at [email protected]
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