Client Success Manager - Law Enforcement
First Due
Job Description
This is a remote position.
First Due is looking for a driven and passionate Client Success Manager (CSM) to focus on First Due’s Law Enforcement customer base across the United States. This role is dedicated to ensuring every Police Department, Sheriff’s Office, and Public Safety agency using First Due achieves measurable success — from adoption and engagement to renewal and expansion.
The Role:
- Build and maintain long-term, strategic relationships with Law Enforcement agencies nationwide.
- Drive adoption and continued engagement of the First Due platform across all levels of the department.
- Lead recurring executive and operational business reviews with Chiefs and Command Staff.
- Proactively identify at-risk accounts and take action to strengthen satisfaction and retention.
- Partner with Sales on renewal strategy, contract expansion, and cross-sell opportunities.
- Collaborate with Product and Engineering teams to relay customer feedback and influence roadmap priorities for the Law Enforcement suite.
- Deliver targeted education, enablement, and engagement programs designed to drive utilization and measurable outcomes.
- Maintain accurate account health metrics, usage rate, and renewal forecasts.
- Represent the voice of the customer internally while advocating for First Due's vision and best practices externally.
- Participate in user groups, conferences, and regional events to strengthen relationships within the Law Enforcement community.
Qualifications and Experience:
- Extensive experience working with or supporting Law Enforcement or Public Safety agencies.
- Demonstrated ability to manage enterprise-level customers with multiple stakeholders and complex needs.
- Strong communication and presentation skills - comfortable leading conversations with Chiefs, Command Staff, and agency leadership.
- Data-driven mindset with an ability to interpret usage trends, risk signals, and growth opportunities.
- Self-starter with strong organizational skills and the ability to prioritize across multiple customers and deadlines.
- Familiarity with public safety technology ecosystems (RMS, CAD, digital evidence, personnel management) is a plus.
- Willingness to travel occasionally for onsite agency visits, conferences, or customer summits.
All applicants must be authorized to work for any US employer in the United States. Locality Media Inc. is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media Inc. participates in E-Verify.
Physical Demands and Work Environment
This role is fully remote with moderate travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to people@firstdue.com .
Working at First Due
First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visi t www.firstdue.com to learn more.
If you are a resident of California, Colorado, New Jersey, New York, or Washington, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.
About First Due
First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation.
Locality Media Inc. dba First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.
When you apply for a role at Locality Media, Inc. dba First Due, we will collect some personal data, including information from your application, resume, or LinkedIn profile. This information is used during the interview and candidate evaluation process for opportunities at First Due and is only shared internally. Please review our candidate privacy notice here .