Customer Success Manager

What You’ll Do

• Proactively engage law enforcement agencies to establish strong relationships and ensure a smooth onboarding process.
• Conduct yearly business reviews with agency stakeholders, aligning our solutions to their investigative needs.
• Act as a trusted industry expert, ensuring agencies see measurable value in LeadsOnline and Hawk products.
• Provide ongoing training, guidance, and resources to maximize agency success.

Product & Contract Management

• Lead the onboarding process for agencies with 200+ sworn officers, ensuring seamless product implementation.
• Monitor contract renewal dates, engaging Sales Ops when needed and supporting retention efforts.
• Respond to agency requests such as sole source letters and CIO inquiries, collaborating with Sales Ops as required.
• Track RTC opportunity usage and drive renewals through proactive engagement.

Strategic Relationship Building

• Build and maintain strong C-level relationships, ensuring alignment with their key priorities.
• Partner closely with internal Account Executives to optimize the overall client experience.
• Understand the CID hierarchy within agencies, helping structure solutions that best fit their needs.
• Maintain a high call volume with targeted travel to deepen engagement with agencies.

Growth & Value Optimization

• Serve as a superuser of LeadsOnline and Hawk, helping investigators solve cases more effectively.
• Upsell and cross-sell by recommending additional products or services that add value.
• Gather insights on customer challenges and share feedback with leadership to improve our products.
• Provide high-level technical and product support, ensuring agencies have the tools they need to succeed.

Performance & Success Metrics

• Drive measurable impact through key performance indicators (KPIs): Active users as a % of agency size, Total users searching, % of CH/NH users that have purchased and are actively using the product, Customer success stories showcasing solved cases, Gross revenue retention.

Requirements

• 5+ years of customer success, account management, or related client-facing experience (law enforcement or public sector experience a plus).
• Proven ability to build and maintain relationships with senior stakeholders and leadership teams.
• Strong communication skills with the ability to present, train, and influence at all levels of an organization.
• Comfortable working independently and managing your own schedule, including travel.
• Proficiency with CRM tools and familiarity with tracking account health and usage metrics.
• Ability to learn and become a subject matter expert on technical software products.
• Must be US Citizen.
• Must be open to hybrid office.