Customer Success Manager

Join the Force Behind Law Enforcement SuccessAt LeadsOnline, we bridge the gap between technology and justice, empowering law enforcement agencies with cutting-edge solutions to close cases and serve their communities. Our employees play a critical role in our mission, connecting law enforcement agencies with our powerful tools to help them work smarter and faster. Everything we do is grounded in our core values of Service, Energy, Ownership, and People —and we're looking for someone who embodies these principles.What You'll DoThe Client Success Manager (CSM) is a trusted partner and industry authority, the CSM builds deep relationships, drives customer adoption, and ensures long-term success.Client Onboarding & EngagementProactively engage law enforcement agencies to establish strong relationships and ensure a smooth onboarding process.Conduct yearly business reviews with agency stakeholders, aligning our solutions to their investigative needs.Act as a trusted industry expert, ensuring agencies see measurable value in LeadsOnline and Hawk products.Provide ongoing training, guidance, and resources to maximize agency success.Product & Contract ManagementLead the onboarding process for agencies with 200+ sworn officers, ensuring seamless product implementation.Monitor contract renewal dates, engaging Sales Ops when needed and supporting retention efforts.Respond to agency requests such as sole source letters and CIO inquiries, collaborating with Sales Ops as required.Track RTC opportunity usage and drive renewals through proactive engagement.Strategic Relationship BuildingBuild and maintain strong C-level relationships, ensuring alignment with their key priorities.Partner closely with internal Account Executives to optimize the overall client experience.Understand the CID hierarchy within agencies, helping structure solutions that best fit their needs.Maintain a high call volume with targeted travel to deepen engagement with agencies.Growth & Value OptimizationServe as a superuser of LeadsOnline and Hawk, helping investigators solve cases more effectively.Upsell and cross-sell by recommending additional products or services that add value.Gather insights on customer challenges and share feedback with leadership to improve our products.Provide high-level technical and product support, ensuring agencies have the tools they need to succeed.Performance & Success MetricsDrive measurable impact through key performance indicators (KPIs): Active users as a % of agency sizeTotal users searching% of CH/NH users that have purchased and are actively using the productCustomer success stories showcasing solved casesGross revenue retentionRequirements5+ years of customer success, account management, or related client-facing experience (law enforcement or public sector experience a plus)Proven ability to build and maintain relationships with senior stakeholders and leadership teamsStrong communication skills with the ability to present, train, and influence at all levels of an organizationExperience managing a book of business with multiple accounts and competing prioritiesComfortable working independently and managing your own schedule, including travelProficiency with CRM tools and familiarity with tracking account health and usage metricsAbility to learn and become a subject matter expert on technical software productsBachelor's degree or equivalent experienceMust be US CitizenMust be open to hybrid office MWF onsiteWhy Join LeadsOnline?Be part of a team where your work truly matters. Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that values Service, Energy, Ownership, and People.What You Can Expect From Us:We serve with Energy, diligence, and persistence. We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. Guided by Ownership, we continually push to make our products better and to make each other better.At LeadsOnline, we take our work seriously but not ourselves. You'll find joy, camaraderie, and fun in everything we do. That's Service, Energy, Ownership, and People in action.LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.LeadsOnline maintains a drug-free workplace. The unlawful use, possession, or distribution of controlled substances or marijuana is strictly prohibited and will result in disciplinary action, up to and including termination.