Director of Customer Success

LeadsOnline • Plano, TX

3d • Onsite

About The Position

The Director of Customer Success owns LeadsOnline’s global post-sale customer relationship across its full product portfolio, leading the Intel Customer Success team and Ballistics Customer Experience team. The role is accountable for ensuring law enforcement customers remain active, adopt products, renew, and expand their use when products deliver meaningful investigative outcomes. The organization currently serves customers in the United States and is expanding internationally; the Director will build repeatable international customer success coverage and integrate international team members as the function grows. The position is located at the corporate office in Plano, Texas, and reports to the Chief Customer Officer.

Retention is the primary outcome. The Director owns gross revenue retention and the adoption and engagement indicators that predict it, including product usage, active users, and sustained value realization. The role also drives net revenue retention through adoption-led expansion, cross-product growth, and re-engagement of lapsed or underutilized accounts, in partnership with Sales and other functions. The Director is accountable for customer satisfaction, advocacy including NPS, and consistent account health across both product lines.

The Director leads a multi-team organization of experienced customer success and experience professionals, directly and through team leads. Responsibilities span the customer journey from onboarding and activation through adoption, expansion, renewal, and re-engagement; team development; customer health and data practices; cross-functional coordination; and the strategy, budget, policies, and procedures for a global customer success function. The role calls for periodic domestic travel and, over time, international travel to customers, events, and team locations.

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 experience leading teams.
• Excellent communication and relationship-building skills, with credibility among both 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 customer health, usage, and cohort data to set strategy and explain it to executives.
• Ability to travel periodically domestically and, over time, internationally.

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 organizational outcome, including forecasting, at-risk-account tracking, and intervention playbooks.
• Drive adoption-led expansion, cross-product growth, and re-engagement of lapsed or underutilized accounts in partnership with Sales, Marketing, Product, and other teams.
• Be accountable for customer satisfaction and advocacy, including NPS, and for consistent account health across both product lines.
• Lead, coach, recruit, onboard, and develop the Customer Success and Customer Experience organization, including international team members as coverage expands.
• Establish shared operating rhythms, coverage models, escalation paths, enablement, clear goals, standards, and accountability across teams and time zones.
• Build repeatable systems and processes that support durable performance as the organization scales.
• Coordinate customer success, training, and engagement resources around shared accounts using a collaborative, pod-based model.
• Own the end-to-end customer journey across both product lines, from onboarding and activation through adoption, expansion, renewal, and re-engagement.
• Partner with Training to align enablement with customer journey stage and product, and to scale training through partners and repeatable programs.
• Own customer health methodology and dashboards, maintain consistent health scoring and data discipline, and use usage and health data to guide segment strategy and surface risks.
• Report retention, expansion, health, and satisfaction outcomes to senior leadership with a clear, data-grounded point of view.
• Represent the customer in product and go-to-market planning, particularly during platform and product changes that affect onboarding and value delivery.
• Partner with Sales leadership on account handoffs, expansion, and account coverage models, and relay structured customer feedback to Product to inform the roadmap.
• Set the strategy, objectives, budget, policies, and procedures for the global customer success function and formalize documented processes across teams.
• Travel periodically domestically and, over time, internationally to customers, events, and team locations.

Benefits

• Competitive base salary and performance incentive; compensation commensurate with experience.
• Full benefits for eligible employees.
• Employee-paid medical, dental, and vision coverage.
• Generous paid vacation.
• 401(k) with company matching.
• Health savings account (HSA) with employer contributions.
• Flexible spending account (FSA).
• Supplemental coverage, including 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: Director