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 Title: Client Success Manager - Law Enforcement

Location : Remote - US Only Country : United States Department : Client Success Reports To : Director, Client Success Position Type : Full-Time Salary : $100,000

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.

For US-based Roles All applicants must be authorized to work for any US employer in the United States. Locality Media LLC 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 participates in E-Verify.

Physical Demands and Work Environment This role is fully remote with minimal 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. Visit www.firstdue.com to learn more.

If you are a resident of a state requiring wage transparency, 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.

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, LLC d/b/a First Due, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you provide in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our recruiting process. We may share this information with our service providers who assist with recruiting and background screening. We do not sell or share applicant personal information for cross-context behavioral advertising. We retain applicant information in accordance with our data retention policies. California residents have rights under the California Consumer Privacy Act (CCPA), as amended by the CPRA. For more information, please review our Candidate Privacy  here .