Sales - Client Success Manager

Who we are

LeadsOnline provides crime-solving technology to law enforcement agencies across the globe. The company’s suite of investigative solutions includes data, analysis and ballistic identification tools that help solve a range of cases—from missing property and people to gun crimes and other violent offenses. Founded in 2000, LeadsOnline now serves approximately 5,500 U.S. law enforcement agencies and public safety organizations in more than 80 countries. From the crime scene to the courtroom, our innovations are designed to enhance investigative capabilities, improve case outcomes, and streamline operations to ensure justice can be delivered. LeadsOnline is headquartered in Plano, Texas, and Montreal, Quebec, Canada.

Job Summary

Reporting to the Chief Operating Officer, the Manager of Client Success is responsible for leading a high-performing Client Success team, ensuring law enforcement agencies maximize the value of LeadsOnline products. This role involves developing strategies to drive client engagement, product adoption, and retention, while continuously improving processes to enhance the overall customer experience. 

Roles and Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of Client Success Representatives, ensuring they are equipped to build strong relationships and provide exceptional service.
• Set performance goals, track key metrics, and drive accountability for achieving customer success objectives.
• Foster a high-energy, client-focused culture that aligns with LeadsOnline’s mission and values.
• Conduct regular one-on-one coaching sessions to ensure team members are growing professionally and effectively managing their accounts.

Client Success Strategy & Execution

• Develop and implement scalable processes that drive product adoption, engagement, and client satisfaction.
• Ensure high-touch engagement with law enforcement agencies, particularly those with 200+ sworn officers.
• Oversee onboarding processes, ensuring smooth transitions for agencies adopting LeadsOnline and Hawk products.
• Proactively monitor contract renewal timelines, working closely with Sales Operations to maximize retention.
• Guide the team in gathering and sharing customer insights with internal stakeholders to enhance products and services.
• Look for opportunities to expand our product portfolio within current agencies.

Customer Relationship Management

• Act as a strategic partner for key agency stakeholders, conducting yearly 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 customers, ensuring measurable success for law enforcement investigations.

Performance & Reporting

• Track and analyze key performance indicators (KPIs), including:
• Active users as a percentage of agency size
• Total users searching
• Engagement of CH/NH users who have purchased
• Success stories from client agencies
• Gross revenue retention
• Product referrals to Account Executives
• Provide regular updates to leadership on client engagement, retention trends, and team performance.

Who You Are

Experienced Leader: 7+ years in client success, account management, or customer engagement, with at least 3 years in a leadership role.

Relationship Builder: Skilled in developing and maintaining strong partnerships with C-level executives and law enforcement leadership.

Strategic Thinker: Adept at building and executing client success strategies that drive measurable outcomes.

Product Expert: Deep understanding of LeadsOnline solutions and the ability to guide teams in maximizing customer value.

Problem Solver: Thrives in a fast-paced environment, proactively identifying challenges and implementing solutions.

Driven & Engaging: High-energy individual who is passionate about serving law enforcement agencies and ensuring their success.

Why Join LeadsOnline?

At LeadsOnline, we live by our core values:

• Service: We prioritize the needs of our clients, communities, and each other.
• Energy: We bring passion, optimism, and determination to every challenge.
• Ownership: We take responsibility for our actions, solutions, and growth.
• People: We foster a supportive environment where collaboration and respect thrive.

Be part of a mission-driven organization where your leadership makes a direct impact on law enforcement agencies, the communities they serve, and the people they protect.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Paid maternity leave.
• Paid paternity leave.
• Disability insurance
• Flex schedule
• Robust PTO package

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.