SoundThinking 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 SafetySmart 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.
Key Responsibilities Account Ownership & Relationship Management - Own and manage the SoundThinking 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.
Retention & Renewal Execution - Drive contract renewals by continuously demonstrating and documenting the business case value of SoundThinking 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 SoundThinking customers.
Customer Outcomes & Value Realization - Partner with customers to define, measure, and communicate outcome metrics resulting from SoundThinking 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.
Adoption & Best Practices - Drive adoption of operational best practices across the SafetySmart 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 SoundThinking's AI-powered tools to generate account intelligence, prioritize actions, and scale customer engagement.
Cross-Functional Collaboration - 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.
Industry & Community Engagement - 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 SoundThinking at industry conferences, customer events, and community forums as needed.
Travel - This role requires extensive travel - up to 50% - to customer sites, industry events, and company meetings.
Minimum Qualifications - 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 targets.
- Stakeholder Influence: Experience successfully collaborating with and influencing cross-functional stakeholders, political leaders, community advocates, and executive decision-makers.
- Relationship Building: Ability to build trusted relationships at multiple levels, from frontline users to Chiefs, Mayors, and City Council members, with strong empathy for customer challenges and goals.
- Analytical & Data-Driven: Comfort with data analysis, account health metrics, and translating operational data into compelling business narratives. Results-oriented with a focus on process improvement and efficiency.
- AI Fluency: Experience with AI tools and platforms, or a strong interest in learning and applying AI to drive customer engagement, account intelligence, and workflow efficiency.
- Communication: Excellent verbal, written, and presentation skills, with the ability to present to executive audiences and public forums.
- Collaboration: Team-oriented, resourceful, with strong critical thinking, troubleshooting, and problem-solving skills.
Preferred Qualifications - Experience in the public safety technology industry (gunshot detection, ALPR, real-time crime centers, or related domains).
- Familiarity with government procurement processes, grant funding mechanisms (e.g., VCIF, ARPA, COPS, Byrne JAG), and municipal budget cycles.
- Experience with Salesforce CRM and customer success platforms.
- Track record of successfully defending accounts against competitive displacement.
Compensation: At SoundThinking, we are committed to equitable compensation practices and consider a variety of factors, including skills, experience, and work location. The typical base salary range for this role is $125,000 to $140,000 annually. This range reflects base salary only and does not include bonus, sales incentives, or benefits, where applicable.
Note: The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time. 
