Customer Success Director, NYPD – SafetySmart Platform Solutions

Sound Thinking, Inc. About The Role

Sound Thinking is looking for a Customer Success Director (CSD) who combines proven customer success expertise with an understanding of law enforcement to serve as a trusted partner in driving value for our customers. The CSD is the strategic owner of the NYPD account - responsible for driving customer outcomes, protecting recurring revenue, and expanding the value customers realize from the Safety Smart Platform.

The ideal candidate will bring strong customer-facing solution delivery experience, exceptional interpersonal and communication skills, and a willingness to embrace cutting-edge technologies, including AI tools that enhance productivity and the customer experience. CSDs serve as trusted advisors to law enforcement leaders, city officials, and community stakeholders - translating technology performance into measurable public safety impact that sustains our long‑term partnerships.

• Own and manage the Sound Thinking NYPD account across the full customer lifecycle - from onboarding and adoption through value realization, renewal, and expansion.
• Build and maintain multi-level relationships across the account, from frontline patrol officers and analysts to Chiefs of Police, City Managers, Mayors, and elected officials.
• Serve as the primary point of contact and trusted advisor for the NYPD account, proactively identifying risks and opportunities.

• Drive contract renewals by continuously demonstrating and documenting the business case value of Sound Thinking technologies.
• Monitor account health indicators - including operational performance, product adoption, NPS scores, community sentiment, and competitive threats - to proactively mitigate churn risk.
• Develop and execute account-level retention strategies, including competitive defense plans when alternative vendors are actively pursuing Sound Thinking customers.

• Partner with customers to define, measure, and communicate outcome metrics resulting from Sound Thinking technology use (e.g., response time improvements, crime reduction, case clearance rates, lives saved).
• Educate and coach city and law enforcement officials on outcomes data for the purpose of validating ROI and supporting budget approvals, council presentations, and public narratives.
• Coordinate and lead Quarterly Business Reviews (QBRs) and Annual Account Reviews, delivering data-driven insights and actionable recommendations.

• Drive adoption of operational best practices across the Safety Smart Platform, including new AI-powered capabilities.
• Identify underutilized products and features within accounts and develop adoption plans to increase platform engagement and daily active usage.
• Leverage Sound Thinking’s AI-powered tools to generate account intelligence, prioritize actions, and scale customer engagement.

• Partner with the Sales team on cross-sell and upsell opportunities, renewal negotiations, and execution of client retention strategies.
• Collaborate with Customer Support to efficiently resolve customer issues and escalations, ensuring a seamless customer experience.
• Serve as the internal voice of the customer, representing product feedback, service requests, and market intelligence to Product, Marketing, and Leadership teams.
• Work with Marketing and Community Engagement to monitor and respond to community sentiment, media coverage, and political dynamics that impact account health.

• Partner with and seek opportunities to collaborate with industry entities such as ATF, Police Foundation, Urban Institute, IACP, and state-level grant programs to support customer engagement and funding strategies.
• Participate in and practice positive Net Promoter Score (NPS) strategies to drive customer satisfaction, retention, and advocacy.
• Represent Sound Thinking at industry conferences, customer events, and community forums as needed.

• This role requires extensive travel - up to 50% - to customer sites, industry events, and company meetings.

• Education:
  
  BA/BS degree or higher, preferably in Criminal Justice, Public Administration, Business, or a related field required.
• Location:
  
  Must reside in or within commuting distance of New York City.
• Experience:
  
  3+ years of customer success, account management, or customer-facing solution experience required, ideally supporting technology or SaaS platforms in the public safety, government, or law enforcement sector.
• Law Enforcement / Public Safety Background:
  Direct experience working with or for the NYPD or a top-5 U.S. city police department (e.g., Chicago PD, LAPD, Houston PD, Philadelphia PD) required.
• Customer Lifecycle Management:
  Demonstrated ability to manage the full customer lifecycle - onboarding, adoption, value realization, renewal, and retention - with a track record of meeting or exceeding retention…