Director of Customer Success

Scope & Organization

Team: You will lead a multi-team organization of experienced Customer Success/Experience professionals, both directly and through team leads, with headcount expected to grow as global coverage expands.

Portfolio: The full LeadsOnline platform along with our Ballistics product line. You are the single owner of the customer's post-sale experience across products—not a product-line silo.

Geography: United States today, with an expanding international footprint. A core part of this role is building a repeatable international customer success motion, including hiring and integrating international team members over time.

Your Mandate

This role carries a clear set of accountabilities:

• Retention first. Protecting and renewing the existing customer base is the primary charge. You own gross revenue retention as the organization's leading outcome, along with the adoption and engagement signals that predict it—product usage, active users, and sustained value realization.
• Growth and expansion. Beyond protecting the base, you'll drive net revenue retention through adoption-led expansion, cross-product growth, and re-engagement of lapsed or underutilized accounts, in close partnership with Sales and other functional teams.
• Customer experience and advocacy. You'll be accountable for customer satisfaction and advocacy (including NPS) and for a consistent, high standard of account health across both product lines.

What You'll Do

Retention & Revenue Ownership

• Own retention as the organization's primary outcome; build the forecasting, at-risk-account tracking, and intervention playbooks that make retention a managed process rather than a quarter-end scramble.
• Treat re-engagement of lapsed or underutilized accounts as a deliberate part of the customer lifecycle, not an afterthought.
• Drive expansion through adoption and cross-product value, in partnership with Sales/Marketing/Product, without letting growth pull focus off the retention base.

Team Leadership & Development

• Lead, coach, and grow a two-sided organization—Customer Success/Experience—building a shared operating rhythm while respecting the genuinely different motions of a data-search product and a forensic-technology program.
• Recruit, onboard, and integrate international team members; establish coverage models, escalation paths, and enablement that work across time zones and languages.
• Set clear goals, standards, and accountability; build repeatable systems and processes rather than relying on individual heroics, so performance is durable as the team scales.
• Use a collaborative, pod-based model to coordinate customer success, training, and engagement resources around shared accounts.

Customer Journey, Onboarding & Adoption

• Own the end-to-end customer journey across both product lines—onboarding, activation, adoption, expansion, renewal, and re-engagement—and ensure new customers reach value quickly.
• Partner closely with Training to align enablement to journey stage and product, and to scale reach through partners and repeatable programs.
• Recognize product-specific adoption realities: our forensic-technology line depends on hands-on validation and peer reinforcement, while our data products depend on usage cadence and workflow embedding.

Customer Health, Data & Insights

• Own the customer health methodology and dashboards, applying consistent health scoring across product lines and maintaining the data discipline that leadership decisions depend on.
• Translate usage and health data into segment strategy—prioritizing high-value segments and surfacing risks early.
• Report retention, expansion, health, and satisfaction outcomes to senior leadership with a clear, data-grounded point of view.

Cross-Functional Leadership

• Serve as the voice of the customer in product and go-to-market planning, particularly through periods of platform and product evolution that affect onboarding and value delivery.
• Partner with Sales leadership on account handoffs, expansion, and account coverage models.
• Relay structured customer feedback to Product to help shape the roadmap across both product lines.

Function Strategy & Budget

• Set the strategy, objectives, budget, policies, and procedures for a global customer success function, and formalize consistent, documented processes across teams.

Qualifications

• Must be a US Citizen
• Bachelor’s degree required
• 8+ years of experience in customer success, account management, or client services, with 5+ years leading teams—ideally including experience leading other leaders or multiple teams
• Excellent communication and relationship-building skills; equally credible with a frontline team member and an agency executive
• Alignment with our mission of serving law enforcement and the communities and victims they protect. Prior law enforcement experience/public safety, military, GovTech experience highly preferred
• Demonstrated ownership of a retention and/or expansion number in a SaaS, subscription, or recurring-revenue business, with a track record of moving it
• Experience building repeatable systems and processes at scale, not just managing individual relationships
• Comfort operating across distinct product motions and, ideally, across international or multi-region customer bases
• Strong data fluency: able to work from health, usage, and cohort data to set strategy and defend it to executives
• Able to travel periodically domestic and, over time, international travel to customers, events, and team locations

Benefits

• Compensation will be commensurate with experience.
• Competitive base salary, performance incentive, and full benefits
• Employee paid Medical, Dental, and Vision
• Generous paid vacation
• 401k with company matching
• HSA with employer contributions
• FSAS
• Supplemental coverage such as accident, critical illness, hospitalization, life
• Short-Term and Long-Term Disability
• Parental Leave

Why Join LeadsOnline?

• Be part of a team where your work truly matters. Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that values Service, Energy, Ownership, and People.