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Clay Gould

@claygould

Customer Success Team Manager at Versaterm Public Safety who sustained 95% retention across a $25M ARR portfolio.

At Versaterm Public Safety, I managed an eight-person Customer Success team overseeing renewals, customer health, and adoption across a 70-account public safety portfolio worth more than $25M ARR. We sustained approximately 95% gross retention, and I introduced health-score metrics that improved at-risk account recovery by 15%.

I also built State and Transactional teams, established renewal workflows, and converted customers without prior contracts into multi-year agreements, increasing ARR by 7% year over year. Earlier, I created a QBR and account-planning framework across 300+ public safety accounts and developed a CSM playbook with the VP of Customer Success and Renewals Manager.

Experience

Work history, roles, and key accomplishments

Team Manager, Customer Success

Versaterm Public Safety

Jul 2023 - Nov 2026 (3 years 4 months)

Managed an 8-person Customer Success team overseeing renewals, health scoring, and adoption across a 70-account public safety portfolio with over $25M in ARR, sustaining approximately 95% gross retention. Built and scaled two teams, defined health-score metrics, and converted customers into multi-year agreements, increasing ARR by 7% year over year.

Senior Customer Success Manager

Versaterm Public Safety

May 2022 - Jul 2023 (1 year 2 months)

Established a proactive QBR cadence and account-planning framework across 300+ public safety accounts, structuring Customer Success practices around revenue growth. Interviewed 50+ candidates and onboarded 10+ new hires, and managed up to 8 people as the team scaled.

Customer Success Manager

Versaterm Public Safety

Nov 2021 - May 2022 (6 months)

Acted as primary liaison for assigned accounts, sustaining zero customer churn by owning issue triage, feature requests, and escalations through resolution. Conducted proactive check-ins with available metrics, improving CSAT by 15% through QBRs and value summaries aligned to customer goals.

Customer Support Specialist

Homecare Homebase

Feb 2017 - Feb 2022 (5 years)

Resolved customer questions and software issues across the Homecare Homebase SaaS suite through phone and email support, surfacing opportunities to improve processes. Managed escalated issues and SLA adherence, coordinating with Technical Operations, Development, and Product Management to resolve critical incidents.

Customer Success Manager

Homecare Homebase

Sep 2018 - Apr 2019 (7 months)

Utilized QBRs and adoption metrics to manage a 25-account portfolio, including a top account generating $4B+ in annual revenue. Improved incident resolution by coordinating virtual reviews and tracking KPIs with client leadership to resolve problems more quickly.

Legal Assistant

SouthLaw, P.C.

Jul 2015 - Jul 2016 (1 year)

Supported five attorneys through judicial foreclosure proceedings while managing a heavy caseload. Coordinated calendars, conferences, and hearings with judges, clerks, opposing counsel, and clients, including large banks and mortgage companies.

Legal Support Foreclosure Case Management Calendar Management Conference Coordination Hearing Coordination Legal Document Preparation Notice of Intent Affidavits Office Records Timely Filing Project Management Client Financials Redemption Documents Legal Research Microsoft Office

Police Officer / Deputy Sheriff

Various Agencies & Departments

Dec 2007 - Jun 2015 (7 years 6 months)

Investigated criminal activity, assessed incidents, initiated EMS, and secured crime scenes. Processed inmate intake and release at the county detention facility, logging property, collecting report data, and fingerprinting and photographing inmates.