What are the responsibilities and job description for the Vice President, Customer Success position at SoundThinking, Inc.?
Get AI-powered advice on this job and more exclusive features.
Company Overview
SoundThinking, Inc. (formerly ShotSpotter) is a leading public safety technology company that is dedicated to helping law enforcement and communities work together to create safer neighborhoods. Using innovative technology and data-driven solutions, the company empowers public safety agencies with insights, tools, and resources to enhance response times, reduce crime, and build trust with the communities they serve.
Vice President of Customer Success
The Vice President of Customer Success (VP of CS) is a strategic and operational leader responsible for ensuring customer satisfaction, long-term customer retention, and account growth. Reporting directly to the SVP of Customer Success and Analytics, the VP of CS will lead a team of Customer Success Directors, work closely with sales, product, and support teams, and shape the customer journey from onboarding through renewal and expansion. This role will play a key part in driving adoption, improving customer outcomes, and fostering trusted partnerships with public safety and law enforcement agencies.
Essential Responsibilities / Duties
- Customer Success Strategy and Leadership
Leverage expertise and experience in Customer Success to refine and execute the comprehensive customer success strategy aligned with SoundThinking's mission and business objectives.
Ensure a smooth, effective onboarding process for new customers to accelerate time-to-value.
Maintain best practices to maximize customer retention, manage churn, and identify opportunities for expansion.
Act as the voice of the customer within SoundThinking, providing insights, feedback, and recommendations to enhance product development, support, and customer experience.
Attract, recruit, and retain top talent, ensuring the team possesses the necessary skills, experience, and passion to achieve our customer success goals.
Minimum Qualifications
50% travel is required
Why SoundThinking?
Joining SoundThinking means being part of a mission-driven team dedicated to making communities safer. In this role, you'll have the opportunity to lead a passionate team, influence customer experiences, and drive tangible impacts in public safety and crime reduction. If you're a customer-centric leader ready to make a difference, we'd love to hear from you.
Hybrid Workplace
SoundThinking follows a hybrid schedule for employees who live equal to or less than 50 miles from one of our office locations, which include Fremont, CA, Tucson, AZ, Washington, D.C., or Iselin, NJ. Employees are expected to work onsite 3 days per week – the specific days are dependent on the office location.
Note : The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.
SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SoundThinking maintains a drug-free workplace policy.
SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking's employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at careers@soundthinking.com for assistance.
Seniority level
Employment type
Job function
J-18808-Ljbffr
