Enterprise Customer Success Manager

The Enterprise Customer Success Manager is a highly experienced, field-facing strategic partner responsible for strengthening customer relationships and advising on processes that lead to more effective outcomes for investigations. Drawing on command-level experience in policing and significant exposure to investigative operations, Enterprise CSMs guide agencies in maximizing the impact of LeadsOnline’s investigative and intelligence solutions—driving adoption, operational success, and long-term results.

Enterprise CSMs focus on our largest customers in the nation (e.g., top ~300) and key regional stakeholders—building executive-level relationships, modernizing investigative practices, elevating intelligence-led policing strategies, and ensuring high-impact utilization of LeadsOnline tools. This role blends relationship leadership, investigative strategy consulting, program development, interagency coordination, and cross-functional collaboration.

Overarching Objectives:
1. Ensure optimal health and outcomes for existing investigative/intelligence programs
2. Support successful onboarding, implementation, and adoption of LeadsOnline investigative technologies
3. Drive program awareness, sustainability, and long-term growth across major agencies


Key Responsibilities

1. Customer Engagement & Success
Build trusted relationships with command-level leaders, understand agency operations, and guide them toward stronger investigative outcomes.

• Develop deep and broad strategic relationships with command (e.g., Chiefs, Deputy Chiefs, Majors, Lieutenants, Intelligence Unit leaders, etc.)
• Conduct executive briefings to communicate and share ongoing value
• Serve as a Enterprise liaison between command staff and the LeadsOnline ecosystem—ensuring alignment, continuity of service & relationship, and a shared understanding of priorities & objectives.
• Offer pointed and ongoing recommendations to improve & implement investigative best practices—including best use of LeadsOnline products & resources, training, digital evidence workflows, and cross-unit coordination.
• Analyze agency performance data (usage, outcomes, investigative metrics, trends) to prioritize outreach and guide engagement approaches.
• Maintain a high-touch cadence with major agencies to drive satisfaction, trust, and long-term partnership.


2. Onboarding & Adoption
Ensure major agencies achieve a seamless onboarding experience—leading to early success, strong adoption, and operational readiness.

• Develop onboarding roadmaps with consideration for command staff, detectives, analysts, special investigations units, and digital evidence teams as applicable.
• Coordinate training, setup, and operational rollout with Sales, Implementation, Support, and Training teams.
• Deliver hands-on, scenario-based walkthroughs that reflect real investigative challenges and workflows.
• Monitor early usage trends & engagement—views, case creation, queries, analytics use across command/users—and intervene to strengthen adoption.
• Support achievement of early wins: cases advanced, cross-jurisdictional intel gathered, case/query ‘hits’, inter/cross-agency connections, etc.


3. Drive Program Growth
Accelerate investigative and intelligence program maturity, expand services across units/agency, and identify strategic opportunities for growth.

• Educate agencies on advanced investigative techniques & processes, analytics & intel strategies, and capability gaps to fill.
• Recommend complementary products, configurations, or workflows (e.g., LeadSuite integrations, NightHawk features & expansion).
• Lead or participate in regional workshops, state or countywide leadership/intelligence meetings, and national law enforcement conferences.
• Support city, county, or state-level justification efforts, including legislative briefings, command presentations, funding strategies, and program proposals.


4. Renewal & Retention Management
Ensure program stability and continuity by monitoring account health, renewal timelines, and early indicators of risk.

• Track usage trends, staffing changes, investigative priorities, and organizational shifts to identify early signs of churn risk.
• Partner closely with Sales on renewal strategies—including pricing, multi-year planning, expansion opportunities, and leadership transitions.
• Maintain proactive communication with agencies to reinforce value, ensure continued alignment, and strengthen long-term retention.
• Address escalations quickly and professionally, coordinating with Product, Sales, and Training/Support to resolve operational issues.
• Assist agencies with budgeting, funding strategies, grant support, and long-ter