Who is Flock?

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity 

Flock’s most strategic and high-value accounts are growing in complexity, scale, and importance. These partners require a different level of engagement - one that blends strategic guidance, stakeholder alignment, and operational rigor. As we expand into larger cities and deepen our footprint with critical public safety agencies, we need a leader who can guide our top-tier Customer Success Managers through the challenges of managing multi-threaded relationships, navigating political and operational environments, and driving long-term value across diverse stakeholders.

This role exists to ensure we’re delivering not just outcomes, but true partnership to our most influential customers.  This leader will play a critical role in scaling our ability to serve complex accounts, driving consistency in execution, and unlocking expansion opportunities. This role will cover the West Coast.

The Skillset 

 Some challenges you’ll tackle

• Lead, coach, and develop a team of 5-6 Customer Success Managers responsible for Flock’s largest and most strategic accounts.

• Drive Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion.

• Provide hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers.

• Guide the team through intricate onboarding, renewal, and expansion processes, ensuring customer success and commercial outcomes are aligned.

• Establish and refine playbooks, systems, and scalable workflows that help the team consistently deliver high-impact results.

• Partner cross-functionally with Sales, Product, Support, and Deployment to ensure strategic alignment and a seamless customer experience.

• Track, analyze, and communicate key performance metrics to executive leadership; use data to identify opportunities and risks across the book of business.

• Set clear goals, expectations, and accountability measures for CSMs while fostering a culture of ownership, resilience, and continuous improvement.

• Represent the voice of strategic customers internally, offering insight into product needs, adoption barriers, and partnership opportunities.

About You

• 5+ years of customer-facing leadership experience, with 3+ years directly managing Enterprise-level Customer Success teams in a fast-paced technology environment.

• Demonstrated success managing complex, strategic accounts with multi-stakeholder dynamics, long sales cycles, and intricate renewal paths.

• A strong coach with the ability to up-level experienced CSMs, offering actionable guidance on strategic planning, executive engagement, and renewal navigation.

• Deep understanding of Customer Success best practices, with a proven ability to design and operationalize strategic CS programs.

• Skilled communicator and relationship builder, both with your team and with senior executives at customer organizations.

• High emotional intelligence, with the ability to handle escalations diplomatically and maintain co