Customer Success Manager

At LeadsOnline, we bridge the gap between technology and justice with innovative SaaS solutions that empower law enforcement agencies to solve crimes faster and serve their communities more effectively. We are a mission-driven GovTech company, grounded in our core values of
Service, Energy, Ownership, and People
.

As a
Customer Success Manager
, you will play a pivotal role in helping law enforcement agencies, particularly those with 50+ sworn officers, adopt our investigative tools and maximize their impact. You will guide clients throughout their lifecycle – from onboarding to renewal. Your role is to drive engagement, ensure long-term retention, and empower agencies to achieve meaningful outcomes using our solutions.

Key Responsibilities
Customer Relationship Management

• Act as a strategic partner for key agency stakeholders, conducting business reviews to align solutions with their investigative priorities.
• Build executive-level relationships within agencies, ensuring LeadsOnline remains a trusted and valued partner.
• Oversee efforts to increase product usage among clients, ensuring measurable success for law enforcement investigations.
• Serve as a consultative partner, offering insights and strategic recommendations to support investigative workflows.
• Execute proactive strategies that enhance client satisfaction, advocacy, and loyalty.
• Provide clients with best practices, usage recommendations, usage reports, and performance metrics to align our tools with their investigative goals.
• Track and analyze agency key performance indicators and provide regular updates to leadership on client engagement, retention trends, and performance.

Onboarding & Adoption

• Facilitate seamless onboarding in collaboration with