Position: Customer Success Manager, SLED

Company: Skopenow

Location: Remote or NYC (on-site).

Hours: 9:00 AM – 6:00 PM ET (East Coast hours required)

Compensation: $80,000-110,000 Salary (dependent on experience and location) + Quarterly Bonuses (dependent on performance)

About Skopenow

Skopenow enables organizations to efficiently collect and analyze open-source intelligence to uncover threats and detect fraud. Founded in 2016 and headquartered in New York City, Skopenow is a high-growth, venture-backed technology company.

Skopenow is an OSINT solution with five products: Grid, Pre-Check, Workbench, Link Analysis, and Rabbit. Today, we work with over 1,500 customers (and counting) from around the world, automating their threat detection and investigation workflows. We have partnered with Fortune 500 companies, federal, state, and local government and law enforcement agencies, the largest insurance carriers, media outlets, and more.

We are looking for a Customer Success Manager (CSM) focused on the SLED (State, Local, and Education) and Law Enforcement market to help drive customer adoption, retention, and growth within this strategic segment.

Position Overview

The Customer Success Manager will manage a portfolio of SLED and law enforcement accounts. The portfolio is expected to grow over time as expertise and customer relationships are developed.

This role is responsible for ensuring customer success throughout the post-sale lifecycle, including onboarding support, adoption, renewals, growth, and proactively managing account health.

The ideal candidate understands the unique dynamics of government and law enforcement environments, including procurement cycles, funding structures, operational workflows, and the nuances of OSINT within policing and investigative functions.

Key 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

Desired Qualifications & Core Competencies

Government & SLED Knowledge

• 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

Law Enforcement & OSINT Experience

• 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

Preferred Experience

• 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

What Success Looks Like

• High customer retention and renewal rates
• Increased product adoption and engagement across accounts
• Successful identification of growth opportunities within assigned book
• Strong customer satisfaction and advocacy
• Trusted relationships with public sector stakeholders and users

Why Join Skopenow?

At Skopenow, you’ll help support agencies and organizations tackling real-world investigative and security challenges. You’ll join a collaborative team focused on innovation, customer impact, and advancing the future of OSINT-driven intelligence solutions.