At LeadsOnline, 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 LeadsOnline’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. What You’ll DoAs a Customer Success Director, you’ll play a key role in the strategies and processes that drive our customers satisfaction and retention.Customer Success Strategy Develop strategies and processes that ensure customer satisfaction through all phases of the customer lifecycleFacilitate long-term customer relationships and design initiatives that promote retentionUtilize data collection and feedback mechanisms to identify customer needs and challenges, and design high-level action plans Onboarding & Training Monitor and improve training and onboarding processes to ensure smooth product adoptionPartner with customers throughout onboarding to drive early engagement and long-term successContinuously refine onboarding materials and processes based on customer feedbackEnsure new customers understand and can effectively use LeadsOnline’s products from day one Team Leadership & Development Build and lead a team of customer advocates focused on driving customer success outcomesProvide product training, coaching, and skill development to strengthen the teamEstablish clear goals, standards, and accountability for the customer success function Cross-Functional Collaboration Establish collaborative relationships with sales, product development, and other customer-facing functionsRepresent the voice of the customer in cross-departmental planning and strategy discussionsPartner with product teams to relay customer feedback and influence the product roadmap Departmental Strategy & Budget Create functional strategies and specific objectives for the customer success sub-functionDevelop budgets, policies, and procedures to support the customer success infrastructure Reporting & Insights Monitor customer health metrics and key performance indicators, and report on customer success outcomes to senior management Qualifications Must be a US CitizenBachelor’s degree required5+ years of managerial experience, ideally within a customer success, account management, or client services functionDeep knowledge of customer success practices and solid knowledge of the overall organization’s products and servicesProven ability to build, coach, and lead high-performing teamsStrong track record of building collaborative relationships across sales, product, and other customer-facing teamsData-driven approach to identifying customer needs and designing action plansExcellent communication and relationship-building skills BenefitsAs part of our comprehensive benefits package, LeadsOnline provides the following to eligible employees: Employee paid Medical, Dental, and VisionGenerous paid vacation401k with company matchingHSA with employer contributionsFSASupplemental coverage such as accident, critical illness, hospitalization, lifeShort-Term and Long-Term DisabilityParental Leave Why Join LeadsOnline?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. What You Can Expect From Us: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 LeadsOnline, 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. LeadsOnline 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. LeadsOnline 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.