What are the responsibilities and job description for the VP of Customer Success position at TRULEO?
About TRULEO
TRULEO builds the first case intelligence platform for law enforcement, and more than 1,000 agencies use us today. Most departments already have the information they need to solve a case, but it’s spread across RMS, CAD, jail calls, body-worn camera footage, OSINT, and a dozen other systems that don’t talk to each other, and Detectives don’t have time to dig through all of it.
TRULEO sits on top of the systems an agency already uses and works the case alongside its detectives. It searches across those sources, connects related information, and surfaces leads in minutes instead of weeks. We don’t replace their systems, but we make the data an agency already owns easier to actually use, so investigators can spend their time closing cases instead of running queries.
TRULEO has helped agencies turn thousands of files into real leads, break open cold cases, and solve crimes in real time. And we’re hiring a VP of Customer Success to help us keep and grow the agencies that already rely on us.
The Role
We’re hiring a VP of Customer Success to join our team in Greenville, SC, on-site, and own everything that happens after an agency signs. You’ll lead our Customer Success team, improve the onboarding, adoption, and renewal motions, and own net revenue retention as a number. You’ll also carry the commercial side of the post-sale relationship by running renewals yourself, in conjunction with your team, and partnering with Sales to surface and close expansion opportunities.
This is a hands-on leadership role on a small, senior team. You’ll build the playbooks, run the hard accounts personally, and hire as we grow.
What You’ll Do
- Own net revenue retention (NRR) and gross retention (GRR) as the headline numbers for the role.
- Lead the Customer Success team by coach the people already on it, hire the ones we need next, and run the operating cadence (1:1s, weekly account review, QBRs).
- Run renewals end to end pricing, paper, timing, and save motions.
- Partner with Sales and Operations to surface and close expansion inside our installed base. Co-own the expansion number with the VP of Sales.
- Own the customer health score with the VP of Operations and VP of Product to refine the inputs and use it to drive a weekly at-risk review.
- Run and improve the onboarding motion so new paying agencies get to department-level value fast and stay there. Partner with Product and Operations on the technical handoff.
- Be the executive face of TRULEO for our top accounts and show up in person when it matters.
Qualifications
- 8 years in Customer Success, Account Management, or post-sales leadership at a B2B SaaS company, with at least 3 years leading a team.
- Carried a renewal and/or expansion number directly, not just a satisfaction or health metric.
- Built or meaningfully rebuilt a CS function (playbooks, onboarding, renewal motion) and not just inherited one.
- Comfortable in the commercial conversation like pricing, contracts, negotiation, save motions.
- Strong partnership track record with Sales, Product, and Operations.
- Player-coach mindset. Happy to run a hard account yourself this quarter and hand it off next quarter.
- Public safety, GovTech, or regulated/complex B2B experience is a plus, not a requirement.
- Able to work on-site in Greenville, SC, and to pass the background check required to work with criminal justice (CJIS) data.
- Willing to travel to all accounts and be on site with the team.