Director of Customer Success

At LeadsOnline, we bridge the gap between technology and justice, empowering law enforcement agencies with cutting-edge solutions to close cases and serve their communities. The Customer Success Director plays a critical role in our mission, ensuring our law enforcement partners fully leverage our tools to work smarter and faster. Everything we do is grounded in our core values of Service, Energy, Ownership, and People-and we're looking for someone who embodies these principles.

The Director of Customer Success owns the global post-sale customer relationship across our full product portfolio. You will lead a combined organization spanning our Intel Customer Success team and our Ballistics Customer Experience team, with both domestic and expanding international coverage. This is a role for a trusted leader in the law enforcement community-someone who understands agencies from the inside, carries credibility with command staff and executives, and can turn that standing into deep, durable partnerships. Your north star is retention: keeping our law enforcement partners active, adopted, and renewing-and expanding the relationships where we're delivering real investigative outcomes.

• 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.
• Reports to: Chief Customer Officer.

Your Mandate

This role carries a clear set of accountabilities:

• Trusted partner to our customers. You are the senior face of LeadsOnline to the agencies we serve-building and stewarding executive-level relationships that keep us close to our most important partners and their mission.
• 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 that sustain long-term value.
• 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

Customer Leadership & Executive Relationships

• Build, deepen, and personally steward relationships with our largest and most strategic customers-serving as a trusted advisor to agency executives and command staff and as the senior point of escalation when it matters most.
• Develop and lead executive engagement strategies-executive business reviews, on-site visits, user groups, and industry events-that keep LeadsOnline close to its top accounts and anchored in their mission and priorities.
• Leverage and expand a strong network across the law enforcement community to strengthen partnerships, surface needs early, generate references and advocacy, and open doors for the broader team.
• Represent LeadsOnline as a credible senior presence at conferences, associations, and public-safety forums, reinforcing our reputation as a mission-driven partner.
• Coach the team on relationship strategy and executive presence, raising the bar for how the organization engages senior customer stakeholders.

Retention & Revenue Ownership

• Own retention as the organization's primary outcome; put in place 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.
• Set the strategy, objectives, and budget for a global customer success function, and formalize consistent processes across teams.

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 practices 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.

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.
• Partner with the customer success analytics team to translate usage and health data into segment strategy and early risk signals, and to report retention, expansion, health, and satisfaction outcomes to senior leadership.

What You Bring

• US Citizenship required.
• Senior law enforcement leadership experience strongly preferred, e.g., command or executive-level service (captain, deputy chief, chief, or equivalent) at a mid-to-large agency-with an established, active network across the law enforcement and public-safety community. Military or GovTech leadership backgrounds also valued.
• A track record of building and sustaining trusted relationships with senior stakeholders, and of representing an organization credibly at the executive level.
• 8+ years of relevant leadership experience, with 5+ years leading teams-ideally including experience leading other leaders or multiple teams.
• Experience owning customer, retention, or program outcomes, and comfort partnering with data and analytics to inform decisions.
• Excellent communication and relationship-building skills; equally credible with a frontline team member and an agency executive.
• Comfort operating across distinct product motions and, ideally, across international or multi-region customer bases.
• Alignment with our mission of serving law enforcement and the communities and victims they protect.
• Bachelor's degree preferred.

Additional Details & Benefits

• Location: Based in our corporate office in Plano, TX. This role strongly prefers candidates in or willing to relocate to the Plano area, given the executive visibility and cross-functional nature of the position.
• Travel: Periodic domestic and, over time, international travel to customers, events, and team locations

Benefits
As part of our comprehensive benefits package, LeadsOnline provides the following to eligible employees:

• Employee paid Medical, Dental, and Vision
• Generous paid vacation
• 401k with company matching
• HSA with employer contributions
• FSA
• 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.

What You Can Expect From Us:

We serve with Energy, diligence, and persistence. We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. Guided by Ownership, we continually push to make our products better and to make each other better.

At LeadsOnline, we take our work seriously but not ourselves. You'll find joy, camaraderie, and fun in everything we do. That's Service, Energy, Ownership, and People in action.

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.

LeadsOnline maintains a drug-free workplace. The unlawful use, possession, or distribution of controlled substances or marijuana is strictly prohibited and will result in disciplinary action, up to and including termination.