Senior Manager, Partner Success

Versaterm; Ottawa; On-site; CAD 90,000 - 120,000; Full time

Job summary

A global public safety solutions company is seeking a Senior Manager, Partner Success in Ottawa, Canada. This role focuses on leading the adoption and integration of software solutions for law enforcement and emergency management agencies. The successful candidate will have extensive experience in customer success and strong leadership skills. A relevant degree and understanding of CAD/RMS systems are preferred, and security clearance is required.

Benefits

Commitment to diversity and inclusion

Qualifications

• 8–12 years of experience in customer success or partner management.
• 3-5 years leading and managing teams.
• Deep understanding of CAD/RMS systems.

Responsibilities

• Lead and oversee Partner Success Managers' onboarding and product adoption.
• Design and implement processes that enhance partner experience.
• Recruit, mentor, and develop a high-performing team.

Skills

Customer success expertise

Leadership skills

Strong communication

Education

Bachelor’s degree in Business, Technology, Public Administration

Master’s or advanced degree

Job description

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology.

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.

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 other Partner Success Managers and Leads as well as Sales, Product, Engineering, Deployment and Support teams to ensure partner feedback informs product development and service delivery.
• 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.

What You Bring

• Bachelor’s degree in Business, Technology, Public Administration, or a related field; Master’s or advanced degree preferred.
• 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.

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.

Versaterm is committed to building and supporting inclusion, diversity, and equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process.