The Role

The Senior Manager, Partner Success plays a key role in ensuring our public safety partners—law enforcement, fire, EMS, and emergency management agencies—successfully adopt and integrate our range of software solutions, including complex Computer-Aided Dispatch (CAD) and Records Management Systems (RMS), as well as other special purpose solutions for public safety support and community engagement. This role is responsible for driving strategic engagement, optimizing partner outcomes, and fostering long-term relationships that support mission-critical operations.

What You'll Do

• Lead and oversee the vCAD/vRMS Partner Success Managers by developing approaches, processes and material that support onboarding, product adoption, and long-term engagement for public safety agencies.
• Serve as a trusted advisor to Partner Success Managers by understanding the operational demands of public safety environments and aligning our vCAD/vRMS solutions to meet the unique needs of our clients.
• Collaborate effectively with the overall Versaterm Partner Success team, including with other Partner Success Managers to develop a cohesive strategy and approach to Partner Success.
• Work in concert with the broader Partner Success team as well as Sales, Product, Engineering, Deployment and Support teams to ensure partner feedback informs product development and service delivery, especially in high-impact areas like dispatch operations and incident reporting.
• Design and implement processes that enhance partner experience across all lifecycle stages—from onboarding to renewal—ensuring consistent value delivery and operational readiness.
• Lead efforts to support seamless integration of vCAD/vRMS systems into agency workflows, ensuring interoperability with other systems and compliance with regulatory standards.
• Recruit, mentor, and develop a high-performing team of Partner Success Account Managers with deep knowledge of public safety workflows and technology.
• Leverage customer data, feedback, and usage metrics to identify trends, anticipate challenges, and drive proactive engagement strategies tailored to public safety agencies.
• Monitor partner health scores and satisfaction metrics, implementing targeted initiatives to improve retention and deepen relationships with agencies.
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities. 

What You Bring

• Bachelor’s degree in Business, Technology, Public Administration, or a related field; Master’s or advanced degree preferred. Relevant professional certifications are an asset.
• 8–12 years of experience in customer success, partner management, or related roles (preferably in enterprise SaaS or public safety technology), including 3-5 years leading and managing teams.
• Deep understanding of CAD/RMS systems and their role in public safety operations.
• Proven track record of leading customer success teams and driving measurable outcomes.
• Strong understanding of software implementation, integration, and change management.
• Excellent communication, leadership, and stakeholder management skills.
• Experience working with complex, mission-critical software solutions is highly desirable.

This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements.