Customer Success Manager

At LeadsOnline, we bridge the gap between technology and justice with innovative SaaS solutions that empower law enforcement agencies to solve crimes faster and serve their communities more effectively. We are a mission-driven GovTech company, grounded in our core values of Service, Energy, Ownership, and People.
As a Customer Success Manager, you will play a pivotal role in helping law enforcement agencies, particularly those with 50+ sworn officers, adopt our investigative tools and maximize their impact. You will guide clients throughout their lifecycle – from onboarding to renewal. Your role is to drive engagement, ensure long-term retention, and empower agencies to achieve meaningful outcomes using our solutions.


Key Responsibilities
Customer Relationship Management
◦ Act as a strategic partner for key agency stakeholders, conducting business reviews to align solutions with their investigative priorities.
◦ Build executive-level relationships within agencies, ensuring LeadsOnline remains a trusted and valued partner.
◦ Oversee efforts to increase product usage among clients, ensuring measurable success for law enforcement investigations.
◦ Serve as a consultative partner, offering insights and strategic recommendations to support investigative workflows.
◦ Execute proactive strategies that enhance client satisfaction, advocacy, and loyalty.
◦ Provide clients with best practices, usage recommendations, usage reports, and performance metrics to align our tools with their investigative goals.
◦ Track and analyze agency key performance indicators and provide regular updates to leadership on client engagement, retention trends, and performance.
Onboarding & Adoption
◦ Facilitate seamless onboarding in collaboration with Account Executives.
◦ Drive early-stage adoption of LeadsOnline tools through training, education, and proactive outreach.
◦ Monitor early usage and engagement to ensure long-term success and satisfaction.
Drive Revenue
◦ Proactively identify upsell and cross-sell opportunities to expand product usage within existing accounts.
◦ Own a clear set of retention goals, contributing to the overall growth and revenue strategy of the organization.
Renewal & Retention
◦ Monitor and implement strategies around contract renewal timelines and account health to proactively address risks and prevent churn.
◦ Maintain consistent outreach to ensure continued client satisfaction and engagement.
◦ Track client payment status and follow up on outstanding invoices.
Cross-Functional Collaboration
◦ Work with Sales, Product, Support, Finance, Marketing, and Legal to align on strategies, drive adoption, and improve the client experience.


What We’re Looking For
• B2B Client Success, Account Management, or Customer Engagement Experience
◦ 3+ years of successful B2B client success, account management, or customer engagement experience, ideally in SaaS or technology.
◦ Experience managing accounts in the public sector or law enforcement clients is a strong plus.
• Relationship Builder
◦ Proven ability to develop and maintain strong partnerships with stakeholders.
◦ Experience working with law enforcement leadership is a strong plus.
• Strong Communication & Consultative Skills
◦ Skilled in engaging stakeholders at all levels.
◦ Ability to deliver value-based messaging and serve as a strategic, consultative partner.
• CRM & Tools Proficiency
◦ Comfortable using CRM analytics and tools like Salesforce and Gong.
◦ Data discipline is essential.
• Industry Knowledge & Passion
◦ Familiarity with law enforcement, public safety, or GovTech is advantageous.
◦ If you don’t have direct experience, a deep interest in our mission and willingness to learn are required.
• Problem Solver
◦ Thrives in a fast-paced environment, proactively identifying challenges and implementing solutions.
• Driven & Engaging
◦ High-energy individual who is passionate about serving law enforcement agencies and ensuring their success.

Why Join LeadsOnline?
• Mission-Driven Impact
Your work directly supports law enforcement agencies in solving crimes and serving communities. Every deal you close has a real-world impact.
• Growth & Career Development
We invest in our people. From onboarding to ongoing training, you’ll have access to tools, coaching, and advancement opportunities, whether into larger accounts or future leadership roles.
• Compensation & Benefits
◦ Competitive base salary
◦ Medical, dental,