Vice President, Customer Success

Vice President of Customer Success

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.

SoundThinking is trusted by approximately 250 customers and has worked with over 2,000 agencies to drive more efficient, effective, and equitable public safety outcomes. The company’s SafetySmart™ platform which includes ShotSpotter®, the leading acoustic gunshot detection system, enables agencies to operate more efficiently through the investigative process with key digital capabilities. Additional information on the company and the SafetySmart™ Platform can be found at www.soundthinking.com. SoundThinking’s corporate headquarters is located in Fremont, CA, however this role can be done remotely.

SoundThinking has been designated a Great Place to Work® Company.

Position Overview:

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.
Lead, mentor, and manage a high-performing customer success team, fostering a culture of trust, innovation, performance, collaboration and continuous improvement.
Define customer success metrics, regularly measure and report on the team’s performance, and optimize processes for maximum impact.
Partner with the other Customer Success Leaders to help ensure alignment of efforts across the team functional areas (Analytics, Community Engagement, etc.)

Customer Onboarding and Engagement

Ensure a smooth, effective onboarding process for new customers to accelerate time-to-value.
Establish and refine customer journey milestones, develop engagement plans, and implement strategies to drive product adoption, usage, and value realization.
Collaborate closely with Sales to understand the 360-degree customer environment to develop client retention strategies.
Collaborate closely with Product and Sales to understand customer needs, provide feedback on product enhancements, and ensure a seamless, integrated experience.

Retention and Account Growth

Maintain best practices to maximize customer retention, manage churn, and identify opportunities for expansion.
Drive proactive customer success initiatives to anticipate customer needs, prevent issues, and strengthen partnerships.
Support the refinement of Quarterly Business Reviews (QBRs) with key accounts to showcase impact, reinforce value, and identify future needs.

Customer Advocacy and Insights

Act as the voice of the customer within SoundThinking, providing insights, feedback, and recommendations to enhance product development, support, and customer experience.
Develop and manage customer advocacy programs, including case studies, testimonials, and referrals, to build customer trust and reinforce SoundThinking’s credibility in the public safety space.
Drive the creation and distribution of thought leadership and best practices to ensure customers are achieving maximum success with SoundThinking’s solutions.

Team Development and Growth

Attract, recruit, and retain top talent, ensuring the team possesses the necessary skills, experience, and passion to achieve our customer success goals.
Provide ongoing training and development to enable team members to deliver exceptional service, understand customer needs, and effectively manage accounts.
Create a results-driven, collaborative team environment, with clear goals, KPIs, and continuous professional growth.

Minimum Qualifications:

BA degree in Business, Technology, Public Safety, or a related field (MBA preferred).
10+ years of experience in Customer Success, account management, or related fields, with 5+ years in a leadership role.
Proven track record of leading customer success teams in SaaS, technology, or public safety environments.
Understanding of public safety, law enforcement, or government technology solutions (nice to have- not a must)
Exceptional strategic thinking, communication, and presentation skills.
Data-driven and results-oriented, with a focus on process improvement and efficiency.
Ability to build relationships at all levels, from frontline users to executive stakeholders, with strong empathy for customer challenges and goals.

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.

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