What are the responsibilities and job description for the Director of Customer Success (US) position at Deckard Technologies?
Location: San Diego preferred, open to other locations for the right candidate.
About Deckard Technologies
Deckard Technologies is a GovTech data company helping local governments address residential property-related challenges with a focus on compliance and tax collection. Founded in 2018, we operate globally with offices in the U.S., Colombia, and Australia.
Trusted by over 400 jurisdictions worldwide, our scalable, cost-effective products leverage patented processes and combine best-in-class data collection with intuitive, AI-powered solutions, transforming how local governments monitor and manage properties.
Joining us means you’ll be working with a diverse group of inspiring people—from industry experts to extraordinary tech and data operations teams through to innovative product leaders—in a down-to-earth and supportive culture.
About the Role
As Director of Customer Success, you’ll sit at the heart of how we deliver impact for our clients. Your leadership will ensure customers achieve measurable outcomes from Deckard’s technology, driving retention, growth, and customer advocacy. This is a critical role that blends strategic vision with hands-on execution, shaping not only customer satisfaction but also Deckard’s continued success and reputation in the market.
Key Responsibilities
Customer Success Leadership
- Serve as the primary executive relationship manager for key customer accounts, acting as a trusted advisor to senior stakeholders.
- Develop and execute success plans tailored to customer goals and operational environments.
- Monitor customer health, proactively mitigate risks, and ensure high levels of satisfaction, adoption, and retention.
- Oversee seamless transitions from contract signature through implementation and ongoing engagement, ensuring fast onboarding and time-to-value.
- Champion the Voice of the Customer, sharing insights internally to influence product innovation and service delivery.
Sales Partnership & Revenue Growth
- Collaborate closely with Deckard’s sales team to identify and pursue upsell and expansion opportunities within existing accounts.
- Support sales efforts through strategic guidance, participation in RFP responses, and client presentations.
- Contribute to accurate forecasting, pipeline reviews, and revenue planning.
Team Leadership & Development
- Lead and mentor a team of Customer Success Managers and Business Development Managers.
- Define and drive scalable processes for onboarding, customer health monitoring, risk management, and executive engagement.
- Develop future leaders through thoughtful hiring, coaching, and career development planning.
Data-Driven Operational Excellence
- Track and report on key success metrics, including Net Revenue Retention (NRR), churn, upsell/cross-sell rates, and customer satisfaction (e.g., NPS).
- Use customer health data and insights to drive proactive engagement strategies.
- Help standardize playbooks, processes, and tools to support high-quality and scalable customer engagement.
What You’ll Bring
- Bachelor’s degree in Business, Public Administration, or a related field;
- 10 years of experience in Customer Success, Account Management, or client-facing roles, ideally within B2B SaaS or GovTech environments.
- 5 years in a leadership role managing teams responsible for enterprise clients.
- Proven ability to manage executive-level relationships, navigate complex stakeholder landscapes, and drive strategic account growth.
- Strong operational mindset, with experience implementing Customer Success tools, scalable processes, and metrics-driven performance management.
- Excellent communication, negotiation, and stakeholder management skills.
- Experience with RFPs, SOWs, government contracting, and regulatory requirements is a plus.
- Bonus points for experience working with analytics, segmentation, or platforms that convert complex data into actionable insights.
Preferred Industry Experience
- Government technology, real estate, or regulatory compliance industries.
- Familiarity with STR compliance, tax collection systems, or property data platforms.
- Experience supporting both high-touch enterprise clients and high-volume SMB segments.
Benefits & Compensation
Deckard Technologies offers a comprehensive and flexible benefits package, including:
- Competitive total compensation
- Employee Assistance Program
- Generous paid time off and holidays
- Opportunities for remote work and in-person team collaboration
- A collaborative, mission-driven culture focused on innovation and impact