LeadsOnline · 1 day ago
Enterprise Customer Success Manager
Plano, TX
Full-time
Hybrid
Senior LevelLeadsOnline is a company focused on supporting law enforcement agencies in solving crimes and serving communities. The Enterprise Customer Success Manager is responsible for strengthening customer relationships and advising on processes to enhance investigative outcomes, focusing on major agencies and ensuring effective utilization of LeadsOnline's tools.
CivicTechGovTechLaw EnforcementLegalLegal Tech
Responsibilities
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
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
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
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
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
Qualification
Required
Highly experienced, field-facing strategic partner responsible for strengthening customer relationships and advising on processes that lead to more effective outcomes for investigations
Command-level experience in policing and significant exposure to investigative operations
Ability to guide agencies in maximizing the impact of LeadsOnline's investigative and intelligence solutions
Experience in driving adoption, operational success, and long-term results
Focus on large customers and key regional stakeholders
Ability to build executive-level relationships
Experience in modernizing investigative practices and elevating intelligence-led policing strategies
Experience in ensuring high-impact utilization of LeadsOnline tools
Ability to analyze agency performance data to prioritize outreach and guide engagement approaches
Experience in onboarding, implementation, and adoption of investigative technologies
Ability to coordinate training, setup, and operational rollout with various teams
Experience in delivering hands-on, scenario-based walkthroughs
Ability to monitor early usage trends and engagement
Experience in driving program growth and accelerating investigative and intelligence program maturity
Ability to recommend complementary products, configurations, or workflows
Experience in leading or participating in workshops and meetings
Ability to support justification efforts, including legislative briefings and funding strategies
Experience in monitoring account health and renewal timelines
Ability to partner closely with Sales on renewal strategies
Experience in maintaining proactive communication with agencies
Ability to address escalations quickly and professionally
Experience in assisting agencies with budgeting and long-term sustainability planning
Ability to represent the voice of major agencies and contribute to internal alignment
Experience in supporting product improvement efforts
Ability to develop or contribute to case studies and thought-leadership content
Experience in collaborating across departments to ensure customer journey excellence
Benefits
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
Company
LeadsOnline
LeadsOnline provides actionable intelligence that impacts the increased clearance rates of Part 1 crimes for law enforcement agencies.
Founded in 2000
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Alex Finley
Chief Executive Officer
Adin Menkin
CFO
Recent News
2025-04-09
2024-11-20
Company data provided by crunchbase