Enterprise Customer Success Manager - Plano - Leadsonline

Description

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:

• Ensure optimal health and outcomes for existing investigative/intelligence programs
• Support successful onboarding, implementation, and adoption of LeadsOnline investigative technologies
• 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-term sustainability planning.

5. Operational Collaboration & Thought Leadership

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.

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, and vision coverage
• 401(k) with company match
• Robust PTO and flexible hybrid schedule
• Company-paid disability and life insurance
• Modern office in Plano with snacks, team outings, and a collaborative environment
• High-Growth Company
  Join a rapidly scaling company with a respected product used by thousands of agencies. Your success directly drives our momentum and innovation.
Our Core Values
• Service - We put clients, communities, and teammates first.
• Energy - We bring passion, persistence, and positivity to our work.
• Ownership - We act with accountability and drive change.
• People - We treat others with respect and win as a team
Ready to Make a Difference? If you're an experienced, high-performing client success professional who wants to enforce adoption and drive value of a product that truly helps people, we want to hear from you. Join our high-energy team and become part of the force behind law enforcement success.