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Client Success Manager

Client Success Manager

LeadsOnlinePlano, TX, United States
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At LeadsOnline, we bridge the gap between technology and justice with innovative SaaS solutions that empower law enforcement agencies to solve crimes faster and serve their communities more effectively. We are a mission-driven GovTech company, grounded in our core values of Service, Energy, Ownership, and People .

As a Client Success Manager , you will play a pivotal role in helping law enforcement agencies, particularly those with 50+ sworn officers, adopt our investigative tools and maximize their impact. You will guide clients throughout their lifecycle - from onboarding to renewal. Your role is to drive engagement, ensure long-term retention, and empower agencies to achieve meaningful outcomes using our solutions.

Key Responsibilities

Customer Relationship Management

  • Act as a strategic partner for key agency stakeholders, conducting 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 clients, ensuring measurable success for law enforcement investigations.
  • Serve as a consultative partner, offering insights and strategic recommendations to support investigative workflows.
  • Execute proactive strategies that enhance client satisfaction, advocacy, and loyalty.
  • Provide clients with best practices, usage recommendations, usage reports, and performance metrics to align our tools with their investigative goals.
  • Track and analyze agency key performance indicators and provide regular updates to leadership on client engagement, retention trends, and performance.

Onboarding & Adoption

  • Facilitate seamless onboarding in collaboration with Account Executives.
  • Drive early-stage adoption of LeadsOnline tools through training, education, and proactive outreach.
  • Monitor early usage and engagement to ensure long-term success and satisfaction.

    • Drive Revenue

  • Proactively identify upsell and cross-sell opportunities to expand product usage within existing accounts.
  • Own a clear set of retention goals, contributing to the overall growth and revenue strategy of the organization.

    • Renewal & Retention

  • Monitor and implement strategies around contract renewal timelines and account health to proactively address risks and prevent churn.
  • Maintain consistent outreach to ensure continued client satisfaction and engagement.
  • Track client payment status and follow up on outstanding invoices.

    • Cross-Functional Collaboration

  • Work with Sales, Product, Support, Finance, Marketing, and Legal to align on strategies, drive adoption, and improve the client experience.

    • What We're Looking For

  • B2B Client Success, Account Management, or Customer Engagement Experience
  • 3+ years of successful B2B client success, account management, or customer engagement experience, ideally in SaaS or technology.
  • Experience managing accounts in the public sector or law enforcement clients is a strong plus.
  • Relationship Builder
  • Proven ability to develop and maintain strong partnerships with stakeholders.
  • Experience working with law enforcement leadership is a strong plus.
  • Strong Communication & Consultative Skills

    • Skilled in engaging stakeholders at all levels.

  • Ability to deliver value-based messaging and serve as a strategic, consultative partner.
  • CRM & Tools Proficiency
  • Comfortable using CRM analytics and tools like Salesforce and Gong.
  • Data discipline is essential.
  • Industry Knowledge & Passion
  • Familiarity with law enforcement, public safety, or GovTech is advantageous.
  • If you don't have direct experience, a deep interest in our mission and willingness to learn are required.
  • 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?

  • 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.

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    Client Manager • Plano, TX, United States