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Director Analyst - Identity Governance and Administration
Texas, United States · Hybrid
$148k–$176k/yr
Senior+
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Full-time
bachelor degree
Posted 46d ago
~40 hrs/week
Responsibilities
The Customer Success Manager acts as a trusted partner for law enforcement agencies to drive product adoption and ensure long-term success. Responsibilities include managing client onboarding, conducting business reviews, and optimizing revenue through retention and upselling.
Requirements
Candidates need 5+ years of customer success or account management experience, preferably within the public sector or law enforcement. A bachelor's degree, US citizenship, and the ability to manage a complex book of business are required.
Full job description
Join the Force Behind Law Enforcement Success
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. Our employees play a critical role in our mission, connecting law enforcement agencies with our powerful tools to help them 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.
What You’ll Do
The 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
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.
Advance Cases Faster — Technology for Global Law Enforcement
Industry
Public Safety
Company size
201-500 employees
Founded
2000
Headquarters
Plano, Texas
LinkedIn followers
7,972
LeadsOnline is a global provider of investigative technology that empowers law enforcement to advance cases faster and make communities safer. Founded in 2000 in Plano, Texas, LeadsOnline has grown from a single solution into a globally trusted partner for law enforcement agencies and public safety organizations in 80+ countries, with team members across offices worldwide.
Our intelligence solution gives investigators instant access to unique, nationwide data to identify suspects, recover stolen property, and uncover patterns of individual and organized criminal activity.
Our digital evidence analysis tools simplify and visualize complex mobile device, geo-location, social media, and other content-rich digital data.
Our best-in-class ballistic identification solutions provide end-to-end technology for solving gun crimes, from cartridge case triage to 3D microscopy.
From crime scene to courtroom, our suite of solutions is designed to enhance investigative capabilities, improve case outcomes, and streamline operations to ensure justice is delivered more effectively and efficiently.
Offices: 6900 Dallas Pkwy, Plano, Texas 75024, US · 800 Boulevard Hymus, Montreal, Quebec H4S 0B5, CA
Law Enforcement TechnologyCriminal InvestigationsInvestigative IntelligenceData AnalyticsBallistic IdentificationGun Crime InvestigationsForensic TechnologyDigital Evidence AnalysisMobile Device Data AnalysisGeolocation Analysis
Based on 4117 listings with disclosed salaries, most software jobs in Texas pay between $95k–$221k per year. Individual offers vary with seniority, company size, and specialization.
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There are currently 8,484 open software positions in Texas listed on Clera. New openings are added daily as companies post roles.
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Companies currently hiring include Amazon, Bright Vision Technologies, JPMorganChase, AMD, Charles Schwab, among others. Browse the listings above to see every active employer.
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