Enterprise Customer Success Manager

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:

1. Ensure optimal health and outcomes for existing investigative/intelligence programs

2. Support successful onboarding, implementation, and adoption of LeadsOnline investigative technologies

3. Drive program awareness, sustainability, and long-term growth across major agencies

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

Why Join LeadsOnline?

• Mission-Driven Impact

Your work directly supports law enforcement agencies in solving crimes and serving communities. Every deal you close has a real-world impact.

• Growth & Career Development

We invest in our people. From onboarding to ongoing training, you’ll have access to tools, coaching, and advancement opportunities, whether into larger accounts or future leadership roles.

• Compensation & 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
• High-Growth Company

Join a rapidly scaling company with a respected product used by thousands of agencies. Your success directly drives our momentum and innovation.

Our Core Values

• Service – We put clients, communities, and teammates first.
• Energy – We bring passion, persistence, and positivity to our work.
• Ownership – We act with accountability and drive change.
• People – We treat others with respect and win as a team

Ready to Make a Difference?

If you’re an experienced, high-performing client success professional who wants to enforce adoption and drive value of a product that truly helps people, we want to hear from you. Join our high-energy team and become part of the force behind law enforcement success.

Apply today to start your next chapter with LeadsOnline.

LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.