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 contact for enterprise accounts.
• Build deep understanding of each customer’s business goals, organizational structure, challenges, and success metrics.
• Maintain accurate customer contact information; track org changes, decision makers, and stakeholders.
• Prepare and lead standardized quarterly touchpoints and QBRs, driving strategic conversations and showcasing value delivered.
• Align with customers on agency goals, program objectives, and annual business outcomes.
• Review corporate updates, roadmap changes, and trends relevant to the customer’s long-term strategy.
• Establish future meeting cadence; expand executive or stakeholder participation when necessary.
• Provide coaching post implementation to ensure smooth adoption and early value realization.
• Continuously educate customers on new product capabilities, best practices, and industry insights.
• Review usage metrics/telemetry, adoption patterns, and business case impact tied to SLAs.
• Surface whitespace opportunities based on account maturity, use cases, and operational needs.
• Conduct quarterly monitoring of support tickets (e.g., within Zendesk) to identify patterns, risks, or inefficiencies.
• Ensure SLAs are being met and review critical or unresolved support cases during QBRs.
• Track open projects, enhancement requests, and roadmap commitments; ensure transparency and follow through.
• Moderate group meetings (set agenda, establish objectives, capture actions/decisions, collect feedback, and publish recap notes).
• Assist with onboarding by distributing product knowledge materials, playbooks, and tools to accelerate time-to-value for client adoption.
• Partner with Marketing to plan and host webinars; own the end-to-end scaled education flow (promotion, delivery, recording, follow-ups, and content repository).
• Publish the monthly/quarterly newsletter highlighting product updates, best practices, recordings, and upcoming training.
• Share success stories and surface upsell/cross sell signals to Sales/Account Management based on usage patterns, maturity milestones, and customer feedback.
• Coordinate with Product and Support to ensure customers have clarity on status and next steps, attend meetings with product to fully understand product roadmap and planned enhancements.
• Act as the internal advocate for customers—translating their needs into actionable insights for Product, Engineering, Support, and Leadership.
• Deliver and document structured VOC feedback on feature requests, adoption blockers, and market trends.
• Lead renewal conversations with a proactive focus on value, outcomes, and future growth.
• Partner with Sales on cross sell and upsell opportunities, providing talking points and context based on business alignment.
• Maintain awareness of open opportunities, procurement cycles, and Salesforce pipeline activity.
• Maintain clear communication channels with customer stakeholders at all levels.
• Provide timely updates on product changes, best practices, case escalations, and risks.
• Document all key interactions, risks, and opportunities in internal systems.

What You'll Bring

• Bachelor’s degree in Business Administration, Communications, Marketing, Psychology or related field.
• A minimum of 3–5 years of experience in customer success, preferably in a SaaS environment or public safety experience.
• Proven experience managing strategic or enterprise level customer relationships, with a track record of driving measurable outcomes, fostering adoption, and ensuring long- term customer retention.
• Strong business acumen and the ability to deeply understand customers’ organizational structures, priorities, and success metrics in order to translate product capabilities into meaningful impact.
• Exceptional communication and facilitation skills.
• Operational rigor and attention to detail, including comfort with maintaining accurate account data.
• Analytical and data driven mindset, with the ability to interpret usage patterns, telemetry, customer health indicators.
• Comfort in fast paced, evolving environments, with adaptability to shifting priorities, evolving product roadmaps, and customer organizational changes.
• Proactive mindset with an ownership mentality.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.