Digital Customer Success Manager - Commercial

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 $380M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Meritech Capital Partners, and Initialized Capital. Now surpassing a $3B 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 Safety is looking for a motivated, strategic, and organized individual to join our Commercial Customer Success Team as a Digital Customer Success Manager.

Our CSMs will continue to support that mission through a 1:M “Digital Success” approach to Customer Success. This includes proactive, personal outreach coupled with meaningful, automated tech touchpoints. The Digital Customer Success Manager will be focused on three core pillars: customer satisfaction, retention, and growth. Satisfied customers renew their Flock Safety subscriptions because they feel supported and understand the value of the product. 

This is a fully remote position, with the expectation being that our CSMs will spend the majority of their time interacting virtually with our customer base (calls, emails, campaigns, etc). 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.

The Skillset 

• 2+ years experience in a customer success or account management role (prior CSM experience preferred)
• Proven ability to build and manage relationships, internally and externally (preferably in a SaaS environment)
• Experience using CRM tools, including Salesforce and Gainsight
• Comfortable with de-escalation management and navigating tough conversations with a solutions-oriented mindset
• Experience processing renewals
• Highly adaptable individual who embraces change and knows how to pivot when confronted with new challenges
• Ability to make decisions and react when time is of the essence 
• Communicates clearly and concisely about both technical and non-technical subject matter

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 Digital Customer Success Manager 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 our mission, product, relevant cross-functional teams, and resources and tools to do their job.
• CSM will dive into the customer journey to understand what our customers experience before they reach Success.
• CSM will review core Commercial verticals (Retail, Healthcare, Property Management), to better understand product use cases and ROI.
• By weeks 3 & 4, CSM will be introduced to a segment of customers in their final book of business.

The First 60 Days 

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