Remote Director of Customer Success

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: Director of Customer Success

Location: Remote - US Only
Country: United States
Department: Customer Success
Reports To: VP of Customer Success
Position Type: Full-Time
Salary: TBD

Job Summary:

First Due is seeking a Director of Customer Success to manage a team of Customer Success Managers (CSMs) supporting a large, diverse portfolio of customers across the United States & Canada.

This role is ideal for a leader who thrives in a scaled customer success environment, balancing team development, operational rigor, and customer outcomes. You will be responsible for driving retention, adoption, and growth across a cohort of customers while building a high-performing, metrics-driven team.

Key Responsibilities:

Lead & Develop a High-Performing Team

• Manage a team of Customer Success Managers supporting a large portfolio of customers


• Provide ongoing coaching to improve customer engagement, product adoption, and commercial outcomes


• Conduct regular 1:1s focused on performance, development, and account strategy.


• Foster a culture of accountability, ownership, and continuous improvement.


• Act as an escalation point for complex customer situations.

Own Customer Outcomes at Scale

• Oversee the health and performance of customers across the U.S. & Canada


• Ensure consistent execution of the customer lifecycle, including onboarding, adoption, and renewal readiness.


• Proactively identify and mitigate risk across the portfolio.


• Drive strategies to improve retention, product usage, and expansion opportunities.

Drive Performance Through Metrics

• Own and manage team KPIs, including:
  
  
  
  • Gross & Net Revenue Retention (GRR / NRR)
  
  
  • Customer health and adoption metrics
  
  
  • Renewal and churn rates
  
  
  • Expansion performance
  
  
  
  


• Monitor individual and team performance through regular reporting and scorecards


• Use data to inform coaching, prioritization, and decision-making

Establish Strong Operating Cadence

• Run weekly team meetings focused on performance, priorities, and best practice sharing.


• Lead structured 1:1s to coach CSMs on account management and strategy.


• Drive quarterly planning to align team goals with company objectives.


• Ensure clear visibility into risks, opportunities, and team progress.

Operationalize and Scale Customer Success

• Ensure consistent execution of customer success playbooks across the team.


• Identify opportunities to improve processes, systems, and efficiency.


• Leverage internal tools to monitor engagement and outcomes.


• Partner with leadership to evolve scalable customer success strategies.

Collaborate Cross-Functionally

• Partner with Sales, Support, and Product teams to deliver a seamless customer experience.


• Advocate for customer needs and feedback internally.


• Align on renewal strategy, escalations, and growth opportunities.

Qualifications:

• 5+ years of experience in Customer Success, Account Management, or related roles.


• 2+ years of experience managing or mentoring customer-facing teams.


• Experience managing complex customer portfolios.


• Proven ability to drive retention and growth in a SaaS environment.


• Excellent communication, coaching, and leadership skills.

For US-based Roles
All applicants must be authorized to work for any US employer in the United States. Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.

Physical Demands and Work Environment
This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to people@firstdue.com.

Working at First Due
First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more.

If you are a resident of a state requiring wage transparency, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.

When you apply for a role at Locality Media, LLC d/b/a First Due, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you provide in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our recruiting process. We may share this information with our service providers who assist with recruiting and background screening. We do not sell or share applicant personal information for cross-context behavioral advertising. We retain applicant information in accordance with our data retention policies. California residents have rights under the California Consumer Privacy Act (CCPA), as amended by the CPRA. For more information, please review our Candidate Privacy here.