Director of Customer Success

LeadsOnline • Plano, TX

4d • Onsite

About The Position

The Director of Customer Success owns LeadsOnline’s global post-sale customer relationship across its full product portfolio. The role leads the Intel Customer Success team and Ballistics Customer Experience team, covering domestic customers and an expanding international footprint. The primary outcome is retention: keeping law enforcement partners active, engaged, realizing value, and renewing, while also supporting adoption-led expansion and cross-product growth.

The Director is responsible for the end-to-end customer journey across both product lines, including onboarding, activation, adoption, expansion, renewal, and re-engagement. This includes developing customer-health practices, forecasting and intervention processes, team operating systems, international coverage models, and a consistent customer experience. The role represents the customer in product and go-to-market planning and works closely with Sales, Marketing, Product, and Training.

This senior leadership position is based at LeadsOnline’s Corporate Office in Plano, Texas, and reports to the Chief Customer Officer. The role sets the strategy, objectives, budget, policies, and procedures for a global customer success function.

Requirements

• Must be a U.S. citizen.
• Bachelor’s degree required.
• At least 8 years of experience in customer success, account management, or client services.
• At least 5 years of team leadership experience.
• Excellent communication and relationship-building skills, with credibility among frontline team members and agency executives.
• Alignment with the mission of serving law enforcement and the communities and victims they protect.
• Demonstrated ownership of a retention and/or expansion number in a SaaS, subscription, or recurring-revenue business, with a track record of improving it.
• Experience building repeatable systems and processes at scale.
• Strong data fluency, including the ability to use health, usage, and cohort data to set strategy and explain it to executives.
• Ability to travel periodically domestically and, over time, internationally to customers, events, and team locations.

Nice To Haves

• Experience leading other leaders or multiple teams.
• Prior law enforcement, public safety, military, or GovTech experience.
• Comfort operating across distinct product motions and, ideally, international or multi-region customer bases.

Responsibilities

• Own gross revenue retention as the primary outcome and build forecasting, at-risk-account tracking, and intervention playbooks.
• Drive re-engagement of lapsed or underutilized accounts as part of the customer lifecycle.
• Support net revenue retention through adoption-led expansion and cross-product growth in partnership with Sales, Marketing, and Product.
• Lead, coach, and grow the Customer Success and Customer Experience organization, establishing shared operating rhythms while accommodating product-specific customer motions.
• Recruit, onboard, and integrate international team members and establish effective coverage models, escalation paths, and enablement across time zones and languages.
• Set goals, standards, and accountability, and develop repeatable systems and processes that scale with the organization.
• Use a collaborative, pod-based model to coordinate customer success, training, and engagement resources around shared accounts.
• Own the end-to-end customer journey across both product lines, ensuring new customers reach value quickly.
• Partner with Training to align enablement with journey stage and product, and to scale reach through partners and repeatable programs.
• Own customer-health methodology and dashboards, maintain consistent health scoring across product lines, and uphold data discipline.
• Translate usage and health data into segment strategy, prioritize high-value segments, and surface risks early.
• Report retention, expansion, health, and satisfaction outcomes to senior leadership using a clear, data-grounded point of view.
• Represent the customer in product and go-to-market planning, especially during platform and product changes affecting onboarding and value delivery.
• Partner with Sales leadership on account handoffs, expansion, and account coverage models.
• Relay structured customer feedback to Product to inform the roadmap across both product lines.
• Set the strategy, objectives, budget, policies, and procedures for a global customer success function and formalize documented processes.

Benefits

• Competitive base salary and performance incentive.
• Full benefits.
• Employee-paid medical, dental, and vision coverage.
• Generous paid vacation.
• 401(k) with company matching.
• Health Savings Account with employer contributions.
• Flexible Spending Account.
• Supplemental accident, critical illness, hospitalization, and life coverage.
• Short-term and long-term disability coverage.
• Parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior