Director of Customer Success

LeadsOnline • Plano, TX

1d • Onsite

About The Position

At LeadsOnline, we bridge the gap between technology and justice, empowering law enforcement agencies with cutting-edge solutions to close cases and serve their communities. The Customer Success Director plays a critical role in our mission, ensuring our law enforcement partners fully leverage our tools to work smarter and faster. Everything we do is grounded in our core values of Service, Energy, Ownership, and People—and we’re looking for someone who embodies these principles.
The Customer Success Director will lead our customer success function, ensuring customers effectively leverage LeadsOnline’s products and services to achieve their business objectives. You will develop strategies and processes that drive customer satisfaction through every phase of the customer lifecycle, facilitate long-term relationships, and promote retention. This is a full-time, exempt position based in our corporate office in Plano, TX, reporting to senior management.

Requirements

• Must be a US Citizen
• Bachelor’s degree required
• 5+ years of managerial experience, ideally within a customer success, account management, or client services function
• Deep knowledge of customer success practices and solid knowledge of the overall organization’s products and services
• Proven ability to build, coach, and lead high-performing teams
• Strong track record of building collaborative relationships across sales, product, and other customer-facing teams
• Data-driven approach to identifying customer needs and designing action plans
• Excellent communication and relationship-building skills

Responsibilities

• Develop strategies and processes that ensure customer satisfaction through all phases of the customer lifecycle
• Facilitate long-term customer relationships and design initiatives that promote retention
• Utilize data collection and feedback mechanisms to identify customer needs and challenges, and design high-level action plans
• Monitor and improve training and onboarding processes to ensure smooth product adoption
• Partner with customers throughout onboarding to drive early engagement and long-term success
• Continuously refine onboarding materials and processes based on customer feedback
• Ensure new customers understand and can effectively use LeadsOnline’s products from day one
• Build and lead a team of customer advocates focused on driving customer success outcomes
• Provide product training, coaching, and skill development to strengthen the team
• Establish clear goals, standards, and accountability for the customer success function
• Establish collaborative relationships with sales, product development, and other customer-facing functions
• Represent the voice of the customer in cross-departmental planning and strategy discussions
• Partner with product teams to relay customer feedback and influence the product roadmap
• Create functional strategies and specific objectives for the customer success sub-function
• Develop budgets, policies, and procedures to support the customer success infrastructure
• Monitor customer health metrics and key performance indicators, and report on customer success outcomes to senior management

Benefits

• Employee paid Medical, Dental, and Vision
• Generous paid vacation
• 401k with company matching
• HSA with employer contributions
• FSA
• Supplemental coverage such as accident, critical illness, hospitalization, life
• Short-Term and Long-Term Disability
• Parental Leave

What This Job Offers

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