Enterprise Customer Success Manager

LeadsOnline • Plano, TX

6d • Hybrid

About The Position

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

Requirements

• experienced, high-performing client success professional
• command-level experience in policing
• significant exposure to investigative operations

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees