About

This is a fully remote role within the US.

NEOGOV is a proud AI-Enabled SaaS leader in the Public Sector & Public Safety space with a mission to serve the people who serve the people. Our clients use our software to streamline everyday processes NEOGOV is a leading AI-enabled SaaS provider serving the public sector and public safety organizations nationwide.

For more than 25 years, we’ve helped agencies streamline critical workforce and operational processes through an integrated, intelligent platform. From hiring and onboarding to employee growth, retention, compliance, and public safety operations, our solutions support the full employee lifecycle. Guided by our mission to serve the people who serve the people, we combine innovation, customer focus, and purpose-driven technology to help build stronger communities.

About this Role:

We’re seeking a proven, high-caliber operator to lead Customer Success at a pivotal moment in our growth. As we accelerate toward significant ARR expansion, the Senior Director of Customer Success will play a critical role in building the operational rigor, structure, and performance discipline required to support a complex, multi-product SaaS environment at scale.

The Senior Director’s core mission is to lead the evolution of the Customer Success function to deliver predictable retention, durable expansion, and consistent performance across the customer lifecycle. This leader will bring a proven track record of strengthening retention performance and building scalable, high-performing teams within a $250M+ ARR SaaS organization.

The Senior Director will own and continuously strengthen the full post-implementation customer lifecycle, ensuring customers realize clear, quantifiable value while the business achieves sustained retention and revenue growth. The role requires deep expertise in retention analytics and performance diagnostics, with the ability to translate churn, adoption trends, and cohort insights into clear, actionable operational plans. The Senior Director will assess, refine, and, where necessary, redesign the systems, processes, and team structures that drive customer performance at scale.

The Senior Director role presents an exceptional opportunity for a driven, forward-thinking leader to join a growing, mission-driven organization and build the scalable foundation that fuels sustained ARR growth and powers our next stage of expansion.

This posting is for an existing vacancy.

What You Will Do

• Own the post-implementation customer lifecycle, with direct accountability for retention, churn reduction, renewal performance, and expansion outcomes
• Architect and scale an AI-enabled Customer Success organization aligned to ARR segmentation and customer complexity
• Design tiered tech-touch and high-touch service models that optimize cost-to-serve while improving NRR
• Own renewal forecasting accuracy and implement proactive risk identification to increase predictability
• Establish and operationalize KPIs (NRR, GRR, churn, adoption, time-to-value, NPS/CSAT), translating insights into decisive action plan
• Elevate organizational design, talent performance, and operating rigor to drive efficiency and measurable performance improvement at scale
• Lead cross-functional accountability across Sales, Product, Implementation, Support, Marketing, and Finance to strengthen continuity, adoption, and long-term customer value
• Manage strategic customer relationships within a complex environment, reinforcing trust and long-term partnerships
  
  

Who You Are

• 12–18+ years of SaaS experience, including 7-8+ years leading Customer Success, Customer Operations, or post-sale revenue teams
• Proven experience scaling customer organizations during high-growth phases
• Demonstrated experience leading organizational change and elevating performance standards within scaled CS teams
• Demonstrated history of stabilizing and improving retention performance
• Strong understanding of customer adoption, engagement, and expansion processes within complex, multi-product SaaS platforms
• Exceptional leadership, communication, and analytical skills, with proficiency in tools such as Gainsight, GONG, Salesforce, and AI-driven productivity platforms
  
  

What NEOGOV Offers

• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees
• Generous PTO to support work-life balance
• Remote working opportunities
• 401K Matching
• Autonomy to grow and find your career path with supportive leadership
• 12-week Paid Parental Leave
• Inclusive and diverse environment
  
  

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected military status, or other non-merit factors.

Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.