Director of Customer Success

Company Overview

Join Wrap Technologies (Nasdaq: WRAP) and help redefine the future of public safety!

At Wrap, we're on a mission to redefine what's possible in public safety. We're a leading global provider of advanced public safety solutions – integrating cutting-edge technology, training and services to address the complex, modern day challenges facing public safety organizations around the world. We help public safety agencies protect the communities they serve in a way that fosters trust, stronger relationships, and ultimately safer outcomes.

Work at Wrap is fast-paced and challenging – but incredibly meaningful. We’re solving some of the most significant challenges in public safety. We’re building a team of people with talent to make things happen, take pride and own their amazing work, and work hard everyday to drive real change.

Position Overview

We are seeking a hands on mission-driven Director of Customer Success to lead the post-sales customer experience and ensure our public safety partners receive exceptional service, seamless onboarding, and measurable value from our solutions. This role is critical to bridging the gap between cutting-edge technology and the people it’s meant to support, ensuring our customers achieve their goals while upholding the values of safety, trust, and accountability.

What We’re Looking For

We’re looking for a leader who thrives in high-growth, fast-moving environments. Someone willing to put in the work, roll up their sleeves, and lead from the front. A confident and bold decision-maker who isn't afraid to take risks. A dynamic individual who can adapt, inspire, and make an impact.

Trust is absolutely paramount to working with this team. We prioritize open and honest communication, and believe that even difficult conversations are opportunities for growth and improvement.

Key Responsibilities

Leadership & Strategy

• Develop and execute a customer success strategy aligned with Wrap’s mission to improve public safety outcomes.
• Lead, mentor, and scale a high-performing team committed to excellence and innovation in serving law enforcement and public safety organizations.
• Champion cross-functional alignment across Sales, Product, and Support to drive consistent, high-impact experiences.

Customer Engagement & Impact

• Serve as an executive liaison to key accounts, ensuring ongoing value realization and building long-term partnerships.
• Drive white-glove onboarding, deployment, and training processes across our ecosystem—including VR training, body-worn cameras, and digital evidence platforms.
• Leverage customer feedback to communicate feature requests and service improvements to Product and Engineering teams.

Retention & Growth

• Proactively identify risks and opportunities to improve customer retention and satisfaction.
• Partner with Sales to support renewals, expansions, and upsell strategies rooted in real customer value.
• Develop success plans and KPIs that demonstrate the ROI and mission alignment of our technologies.

Technology Integration & Optimization

• Act as the strategic lead in identifying opportunities to streamline customer-facing workflows through automation and system interoperability—driving efficiencies that enhance the customer experience and reduce manual overhead for internal teams.
• Possess a strong understanding of how APIs work and how Wrap’s platforms (e.g., HubSpot, ServiceNow, Tovuti LMS, digital evidence systems) can be integrated or connected to create unified, responsive customer journeys.
• Partner closely with Product, Engineering, and IT to articulate clear use cases and business logic for automation—serving as the “voice of the customer” in ensuring that integrations and optimizations truly meet end-user needs.
• Evaluate current customer lifecycle touchpoints and surface opportunities for automation in onboarding, support ticketing, LMS enrollment, hardware deployment tracking, and performance reporting.
• Own the mapping of customer success-related systems and data flows—ensuring insights are actionable and friction points are addressed through smarter system design.

Skills & Qualifications

• 7+ years in Customer Success, Account Management, or related client-facing roles, with at least 3 years in a leadership or team-building capacity.
• Proven success in B2C SaaS or technology-driven organizations; public safety, government, or mission-critical environments highly preferred.
• Comfort working in a fast-paced environment with shifting priorities.
• Proven ability to collaborate effectively with internal teams and external partners.

Benefits

You will be entitled to participate in any employee benefit plan, program or policy that is made generally available to other full-time employees of the Company, subject to the eligibility requirements and terms of the applicable documents governing such plan, program or policy. The continuation, modification or termination of each plan, program or policy will be at the sole discretion of the Company. Additional information will be provided to you regarding these benefits.

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Sick leave
• Life insurance
• Short-term and long-term disability insurance
• Wrap 401K plan
• Bonus eligibility and amounts are subject to company policy