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:

The Manager for the Flock Advisory Network (Network Tier) will lead the team responsible for delivering a consistent high-quality experience to our long-tail customer base. This segment represents 8,000+ customers and $75M+ ARR and is the backbone of our scaled customer success strategy.

This leader will own the day-to-day operation of the Network segment, driving case execution, SLA performance, automation and AI-assisted workflows, detractor recovery, and predictable delivery for our customers. They will implement a digital-first lifecycle from onboarding through adoption and into renewals/expansions, ensuring clean intake through Salesforce, well-orchestrated Gainsight workflows, and strong cross-functional alignment. As the agentic lead for their team, they will safely deploy AI-assisted operations with intention and with customer outcomes at the forefront.

This is a player/coach role; you will lead the team while also being willing to jump in when needed, taking on cases, contacting customers directly, and modeling high-quality execution. To succeed in this role you need to be an operational leader who excels in structure, measurement, people leadership, and consistent execution.

You will own execution and accountability for outcomes daily, not just define them, run daily and weekly operational rhythms, and partner cross-functionally to ensure the right work reaches the right team at the right time, all in service of ensuring every customer receives the right information at the right moment in their journey.

The Skillset

To succeed in this role, you bring operational rigor, cross-functional fluency, and a passion for scaled customer engagement. You thrive in structured execution, measurement, and coaching.

Ideal experience includes:

• Proven track record in Customer Success, Digital/Tech-Touch, Support, or CS Ops within a SaaS environment.

• Proven track record leading teams in complex service models & customer environments

• Strong fluency with Salesforce routing, case management, and reporting.

• Experience with Gainsight CTAs, Programs, dashboards, and lifecycle orchestration.

• Operational excellence across SLAs, QA, tagging taxonomies, and intake workflows.

• Hands-on experience with automation or AI-assisted CS workflows; comfort with prompts, agent assist tools, and quality guardrails.

• Strong communication skills with a track record of cross-functional partnership.

This role is designed for an execution-driven leader who loves solving operational problems, building predictable rhythms, and leading a team through a rapidly maturing scaled CS model.

90 Days at Flock

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 in this role at Flock Safety.

The First 30 Days

• Execute frontline work personally (process audits, handful of direct customer engagements, NPS detractor recoveries) to understand friction points firsthand.

• Stand up an initial Network Execution Dashboard to measure routing accuracy, SLA performance, and top case drivers.

• Own the daily and weekly operational rhythm (SLA reporting, detractor routing, routing audits) by week 3.

• Publish a Week-4 Network diagnostic summarizing SLA gaps, misroutes, detractor patterns, and case-reason distribution.

• Deliver the first automation opportunity list with 5–8 workflows prioritized by impact and ease of deployment.

The First 60 Days

• Drive the implementation of the Network executio