Customer Success Manager, SLED

Skopenow is a high-growth technology company that enables organizations to efficiently collect and analyze open-source intelligence to uncover threats and detect fraud. They are seeking a Customer Success Manager focused on the SLED and Law Enforcement market to drive customer adoption, retention, and growth within this strategic segment.

Responsibilities:

• Manage and grow relationships across a portfolio of SLED and law enforcement accounts
• Drive customer adoption and long-term platform utilization through strategic engagement and enablement
• Own renewal conversations and retention efforts for assigned accounts
• Identify opportunities for account growth, upsell, and expanded use cases
• Monitor customer health and proactively identify risk factors requiring escalation
• Serve as a trusted advisor to agencies, analysts, and operational stakeholders
• Coordinate internally with Sales, Product, Support, and Training teams to ensure customer success
• Maintain strong understanding of customer objectives, workflows, and operational challenges
• Help customers maximize value from Skopenow’s OSINT and investigative capabilities
• Support onboarding, training coordination, and ongoing adoption initiatives
• Maintain accurate account documentation, forecasting, and customer engagement records within CRM systems

Requirements:

• Strong understanding of government business practices and frameworks
• Proven ability to navigate public sector compliance and requirements conversations
• Familiarity with SLED procurement processes and contract structures
• Understanding of government budgeting and funding processes
• Knowledge of, or experience in, law enforcement investigations, intelligence, or analyst workflows
• Understanding of the nuances and policies surrounding OSINT in policing and investigations
• Experience with Skopenow or other OSINT/intelligence platforms strongly preferred
• Manage and grow relationships across a portfolio of SLED and law enforcement accounts
• Drive customer adoption and long-term platform utilization through strategic engagement and enablement
• Own renewal conversations and retention efforts for assigned accounts
• Identify opportunities for account growth, upsell, and expanded use cases
• Monitor customer health and proactively identify risk factors requiring escalation
• Serve as a trusted advisor to agencies, analysts, and operational stakeholders
• Coordinate internally with Sales, Product, Support, and Training teams to ensure customer success
• Maintain strong understanding of customer objectives, workflows, and operational challenges
• Help customers maximize value from Skopenow's OSINT and investigative capabilities
• Support onboarding, training coordination, and ongoing adoption initiatives
• Maintain accurate account documentation, forecasting, and customer engagement records within CRM systems
• Previous experience in Customer Success, Adoption, Training, or Account Management roles supporting public sector or law enforcement customers
• Applicants without previous Customer Success experience will be considered, but must have operational and program management experience as well as strong alignment to the Responsibilities and Qualifications
• Certified trainer, training manager, or adoption management experience
• Familiarity with SaaS customer lifecycle management
• Experience working with intelligence, investigations, risk, or security technologies
• Ability to manage multiple customer relationships in a fast-paced environment while communicating internally and externally with impact