What You'll DoThe
Client Success Manager (CSM) is a trusted partner and industry authority, the CSM builds deep relationships, drives customer adoption, and ensures long-term success.
Client Onboarding & Engagement- Proactively engage law enforcement agencies to establish strong relationships and ensure a smooth onboarding process.
- Conduct yearly business reviews with agency stakeholders, aligning our solutions to their investigative needs.
- Act as a trusted industry expert, ensuring agencies see measurable value in LeadsOnline and Hawk products.
- Provide ongoing training, guidance, and resources to maximize agency success.
Product & Contract Management- Lead the onboarding process for agencies with 200+ sworn officers, ensuring seamless product implementation.
- Monitor contract renewal dates, engaging Sales Ops when needed and supporting retention efforts.
- Respond to agency requests such as sole source letters and CIO inquiries, collaborating with Sales Ops as required.
- Track RTC opportunity usage and drive renewals through proactive engagement.
Strategic Relationship Building- Build and maintain strong C-level relationships, ensuring alignment with their key priorities.
- Partner closely with internal Account Executives to optimize the overall client experience.
- Understand the CID hierarchy within agencies, helping structure solutions that best fit their needs.
- Maintain a high call volume with targeted travel to deepen engagement with agencies.
Growth & Value Optimization- Serve as a superuser of LeadsOnline and Hawk, helping investigators solve cases more effectively.
- Upsell and cross-sell by recommending additional products or services that add value.
- Gather insights on customer challenges and share feedback with leadership to improve our products.
- Provide high-level technical and product support, ensuring agencies have the tools they need to succeed.
Performance & Success Metrics- Drive measurable impact through key performance indicators (KPIs):
- Active users as a % of agency size
- Total users searching
- % of CH/NH users that have purchased and are actively using the product
- Customer success stories showcasing solved cases
- Gross revenue retention
Requirements- 5+ years of customer success, account management, or related client-facing experience (law enforcement or public sector experience a plus)
- Proven ability to build and maintain relationships with senior stakeholders and leadership teams
- Strong communication skills with the ability to present, train, and influence at all levels of an organization
- Experience managing a book of business with multiple accounts and competing priorities
- Comfortable working independently and managing your own schedule, including travel
- Proficiency with CRM tools and familiarity with tracking account health and usage metrics
- Ability to learn and become a subject matter expert on technical software products
- Bachelor's degree or equivalent experience
- Must be US Citizen
- Must be open to hybrid office MWF onsite
