Customer Success Director – SafetySmart Platform Solutions

Customer Success Director – Safety Smart Platform Solutions

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 a portfolio of accounts — 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 a portfolio of Sound Thinking accounts across the full customer lifecycle — from onboarding and adoption through value realization, renewal, and expansion.
• Build and maintain multi-level relationships across each 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 assigned accounts, 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 75% — to customer sites, industry events, and company meetings.