Director of Customer Success

Customer Success Director

At Leads Online, 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 Customer Success Director will lead our customer success function, ensuring customers effectively leverage Leads Online's products and services to achieve their business objectives. You will develop strategies and processes that drive customer satisfaction through every phase of the customer lifecycle, facilitate long-term relationships, and promote retention. This is a full-time, exempt position based in our corporate office in Plano, TX, reporting to senior management.

• Develop strategies and processes that ensure customer satisfaction through all phases of the customer lifecycle
• Facilitate long-term customer relationships and design initiatives that promote retention
• Utilize data collection and feedback mechanisms to identify customer needs and challenges, and design high-level action plans

• Monitor and improve training and onboarding processes to ensure smooth product adoption
• Partner with customers throughout onboarding to drive early engagement and long-term success
• Continuously refine onboarding materials and processes based on customer feedback
• Ensure new customers understand and can effectively use Leads Online's products from day one

• Build and lead a team of customer advocates focused on driving customer success outcomes
• Provide product training, coaching, and skill development to strengthen the team
• Establish clear goals, standards, and accountability for the customer success function

• Establish collaborative relationships with sales, product development, and other customer-facing functions
• Represent the voice of the customer in cross-departmental planning and strategy discussions
• Partner with product teams to relay customer feedback and influence the product roadmap

• Create functional strategies and specific objectives for the customer success sub-function
• Develop budgets, policies, and procedures to support the customer success infrastructure

• Monitor customer health metrics and key performance indicators, and report on customer success outcomes to senior management

• Must be a US Citizen
• Bachelor's degree required
• 5+ years of managerial experience, ideally within a customer success, account management, or client services function
• Deep knowledge of customer success practices and solid knowledge of the overall organization's products and services
• Proven ability to build, coach, and lead high-performing teams
• Strong track record of building collaborative relationships across sales, product, and other customer-facing teams
• Data-driven approach to identifying customer needs and designing action plans
• Excellent communication and relationship-building skills

• 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

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.

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 Leads Online, 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.

Leads Online 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.

Leads Online 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.