Customer Success Manager – Enterprise

Remote, US-based position. Candidates must already live in the United States. #LI-Remote

“Must be authorized to work in the US”

No visa sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa (H1-B, Student visa, or OPT visa) at this time.

At Lexipol, our mission is to create safer communities by empowering the individuals on the front lines with market‑leading content and technology. Trusted by more than 12,000 public safety agencies nationwide, Lexipol delivers a unified platform that helps law enforcement, fire, EMS, corrections, and local government leaders reduce risk, strengthen readiness, and support those who serve.

Working at Lexipol means making a meaningful impact—every day.

Lexipol is seeking an Enterprise Customer Success Manager to own and grow relationships with our largest, most complex police and fire customers. These accounts represent strategic, high‑value partnerships and require a consultative, executive‑level approach to success, adoption, retention, and expansion.

As the single, strategic point of accountability for assigned enterprise accounts, you will align Lexipol’s full portfolio of solutions to customer priorities, operational realities, and long‑term public safety outcomes. You will work cross‑functionally with Sales, Professional Services, Support, Solutions, and Product to ensure measurable value realization across multiple products, stakeholders, and agencies.

This role is fully remote and reports into Customer Success leadership.

• Own retention and long‑term account health for a portfolio of enterprise public safety customers with complex stakeholder environments.
• Build trusted relationships with executive sponsors, command staff, and operational leaders, positioning Lexipol as a strategic partner—not just a vendor.
• Proactively identify risk across adoption, engagement, budget cycles, and organizational change; develop and execute mitigation plans.
• Leverage data, usage insights, and qualitative feedback to inform account strategy and leadership visibility.
• Drive continuous value realization tied to customer goals, compliance needs, and operational outcomes.

• Identify, scope, and advance expansion opportunities across products, modules, and services within large, multi‑department agencies.
• Partner closely with Sales and Growth teams to lead value‑based expansion conversations and support complex deal cycles.
• Develop account plans that align customer priorities with Lexipol’s roadmap and capabilities.
• Consistently uncover and qualify expansion opportunities that increase ARR and deepen platform adoption.

• Lead high‑impact Quarterly and Annual Business Reviews focused on outcomes, ROI, and strategic alignment.
• Develop and maintain enterprise success plans with clearly defined objectives, milestones, and success metrics.
• Act as the voice of the customer internally, advocating for enterprise needs and influencing product, services, and process improvements.
• Cultivate advocates and champions for case studies, references, and advisory participation when appropriate.

• Own the renewal strategy for enterprise contracts, including multi‑year agreements and complex pricing structures.
• Partner with customers and internal teams to manage negotiations, contract changes, and bundled solutions.
• Ensure accurate forecasting, renewal hygiene, and contract visibility in Salesforce.
• Drive timely renewals while protecting and expanding long‑term account value.

• 3-5+ years of Customer Success, Account Management, or related experience in a SaaS or technology‑enabled services environment.
• Proven success managing large, complex enterprise accounts with multiple stakeholders and long sales/renewal cycles.
• Strong experience owning retention, expansion, and renewal outcomes tied to revenue and customer health metrics.
• Executive‑level communication skills, including comfort presenting to senior leaders and facilitating strategic discussions.
• Demonstrated ability…