Client Success Manager - Law Enforcement

About First Due

First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.

Job Summary

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.

As a Law Enforcement CSM, you’ll be the strategic partner and trusted advisor for agency leadership — helping them maximize the value of First Due’s all-in-one public safety platform. You’ll collaborate closely with Chiefs and Command Staff to strengthen agency performance, improve officer safety, and deliver data-driven outcomes through technology.

Key Responsibilities

• 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

• 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.