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LeadsOnline · 11 hours ago

Enterprise Customer Success Manager

Plano, TX

Full-time

Hybrid

Senior Level

LeadsOnline is a company that provides investigative and intelligence solutions to law enforcement agencies. They are seeking an experienced Enterprise Customer Success Manager to strengthen customer relationships and guide agencies in maximizing the impact of their solutions. The role focuses on onboarding, program growth, and collaboration with command-level leaders to ensure effective use of LeadsOnline tools.

CivicTechGovTechLaw EnforcementLegalLegal Tech

Responsibilities

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

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

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

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-term sustainability planning

Represent the voice of major agencies, contribute to internal alignment, and support national leadership in investigations best practices. Provide structured and actionable feedback to Product, Engineering, Support, Training, Marketing, and Leadership based on agency needs and trends

Contribute to and lead pilots, strategic initiatives, and partnerships with local, state, regional, or federal entities

Support product improvement efforts—helping shape workflow enhancements, training content, best-practice guides, and investigator/analyst resources

Develop or contribute to case studies, success stories, operational wins, and thought-leadership content to elevate the broader investigative community

Represent LeadsOnline as a Enterprise advisor and leadership partner at conferences, association events, intelligence summits, and investigative leadership gatherings

Collaborate across departments to ensure customer journey excellence and optimal positioning for growth

Qualification

Customer relationship managementInvestigative strategy consultingProgram developmentData analysisTraining coordinationCross-functional collaborationCommunication skillsProblem-solving