Customer Success Specialist

PenLink

. Own the full lifecycle of client relationships, from onboarding to ongoing satisfaction and retention .

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing client relationships throughout the lifecycle, utilizing OSINT and law enforcement software to drive customer success and satisfaction. Proven ability to strategize, problem-solve, and collaborate effectively with internal and external stakeholders.

Highest-signal resume keywords

OSINT ExperienceLaw Enforcement Software ProficiencyCustomer Relationship ManagementCustomer Success Strategy DevelopmentInterpersonal Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

OSINTCustomer Success Metrics TrackingCustomer Journey ReviewConsultative ApproachRisk and Growth Indicator Identification

Soft Skills

Interpersonal AbilitiesAttention to DetailOrganizational SkillsAdaptabilityProblem-Solving

Tools & Technologies

TanglesPenLink

Industry Keywords

Law EnforcementCustomer SatisfactionClient OnboardingAccount ManagementConsultations

About the role

Key responsibilities & impact

Own the full lifecycle of client relationships, from onboarding to ongoing satisfaction and retention
Serve as a day-to-day contact for assigned accounts, building trust and rapport
Identify areas of opportunity and highlight and document best practices
Review the customer journey and determine how it is supported
Use a consultative approach to help clients overcome issues and achieve their goals
Collaborate, problem-solve and strategize with team members, including sales and training teams
Identify risk and growth indicators for assigned accounts
Conduct regular in-person/on-site consultations, demonstrations and briefings at customer locations
Adhere to team and company processes
Develop customer-success strategies and resources
Collaborate with internal and external senior managers to address customer needs and drive growth
Track and maintain key customer-success metrics
Perform other duties as assigned

Requirements

What you’ll need

3+ years of experience working with OSINT is required
5+ years of experience working in law enforcement is preferred
Experience with Tangles, PenLink’s primary open-source intelligence tool for law enforcement, preferred
Ability to manage customer issues and resolve escalations
Ability to support complex, high-value, or marquee accounts
Results-driven, self-starter with outstanding interpersonal abilities, attention to detail and organizational skills
Active team player who can quickly adapt to changing priorities and support multiple customers or initiatives simultaneously
Proven experience utilizing law enforcement software for a variety of workflows
Preferred applicants located in California, Washington, Oregon, Idaho, Nevada or Arizona

Benefits

Comp & perks

Fully remote position
Regular travel to customer locations for in-person/on-site consultations, demonstrations and briefings