Who is Flock?

Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.

We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.

With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.

The Opportunity

Flock Safety is looking for an experienced Customer Success Manager to deliver value and an exceptional experience to our largest and most strategic customers.

This is a fully remote position, with expectations that this individual will travel to visit their customers in person when necessary a few times a quarter in the northeast. This role will require exemplary time management skills, the ability to manage multiple projects at once, critical thinking, start-to-finish ownership, a passion for building strong relationships, a desire to solve customer problems, and effective communication throughout every interaction.

Must be based in Colorado and have a minimum of five years of CSM experience to be considered.

Some challenges you’ll tackle

• Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts

• Ensure early product understanding and customer adoption via in person trainings, optimization calls, and providing best practices

• Ability to build relationships and trust with multiple stakeholders within each department.

• Create raving promoters - we have a product that our customers truly love; it’s your opportunity to ensure our largest customers are seeing value from it.

• Drive growth in surrounding markets with referrals and references

• Be an internal customer champion (because no one knows them as well as you do!) - effectively communicating thoughtful and actionable feedback to teams across Flock (i.e. Product, Sales, Marketing) to help drive amazing customer experiences and enable market growth

• Translate software functionality into terms that any customer can understand

The Skillset

• Must be located in Colorado to be considered

• Must have 5+ years experience in a customer success role

• Proven ability to build and manage relationships, internally and externally (preferably in a SaaS environment)

• Comfortable with de-escalation management and navigating tough conversations with a solutions-oriented mindset

• Highly adaptable individual who embraces change and knows how to pivot when confronted with new challenges

• Communicates clearly and concisely about both technical and non-technical subject matter

• Diplomatic, tactful and poised under pressure, with a high comfort with ambiguity

• Demonstrate strong follow-through and ability to self-manage multiple tasks and projects at once

• Passionate about Customer Success; the people, the relationships, and the interactions that drive mutually beneficial results

• Team player that contributes positively to overall team morale and company culture

• Willingness to travel

Feeling uneasy that you haven’t ticked every box? That’s okay, we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days, lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired as a Customer Success Manager, Law Enforcement at Flock Safety.

The First 30 Days

• CSM will spend weeks 1 & 2 going through standard onboarding and completing training modules to ramp up in the role. They’ll become familiar with o