Customer Success Manager

LeadsOnline; Plano (TX); Hybrid; USD 70,000 - 95,000; Full time

Job summary

LeadsOnline in Plano, Texas is seeking a Client Success Manager to build relationships with law enforcement agencies. The role involves onboarding clients, driving user adoption, and providing product support to ensure agencies see the value in LeadsOnline's solutions.

The ideal candidate has 5+ years in customer success or account management, strong communication skills, and must be open to a hybrid work environment.

Qualifications

• 5+ years of customer success, account management, or related client-facing experience.
• Proven ability to build and maintain relationships with senior stakeholders.
• Strong communication skills with the ability to present and train at all levels.

Responsibilities

• Proactively engage law enforcement agencies for onboarding.
• Lead onboarding for agencies with 200+ sworn officers.
• Build and maintain strong C-level relationships.

Skills

Customer success management

Relationship building

Strong communication skills

Proficiency with CRM tools

Technical product support

Education

Bachelor's degree or equivalent experience

Tools

CRM tools

Job description

At 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.

What You'll Do

The Client Success Manager (CSM) is a trusted partner and industry authority, building deep relationships, driving customer adoption, and ensuring long‑term success.

Client Onboarding & Engagement

• Proactively 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 Management

• Lead 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 Building

• Build 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 Optimization

• Serve 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 Metrics

• Drive measurable impact through key performance indicators (KPIs):
  • Active users as a % of agency size
  • Total users searching
  • % of CH/NH users that have purchased and are actively using the product
  • Customer success stories showcasing solved cases
  • Gross revenue retention

Requirements

• 5+ 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 teams
• Strong communication skills with the ability to present, train, and influence at all levels of an organization
• Experience managing a book of business with multiple accounts and competing priorities
• Comfortable working independently and managing your own schedule, including travel
• Proficiency with CRM tools and familiarity with tracking account health and usage metrics
• Ability to learn and become a subject matter expert on technical software products
• Bachelor's degree or equivalent experience
• Must be US Citizen
• Must be open to hybrid office MWF onsite

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.