Enterprise Customer Success Manager, Commercial

Who is Flock?

Flock Safety provides the first public safety operating system that empowers private communities and law enforcement to work together to eliminate crime. We are committed to protecting human privacy and mitigating bias in policing with the development of best-in-class technology rooted in ethical design, which unites civilians and public servants in pursuit of a safer, more equitable society. 

Our Safety-as-a-Service approach includes affordable devices powered by LTE and solar that can be installed anywhere.  Our technology detects and captures objective details, decodes evidence in real-time and delivers investigative leads into the hands of those who matter. 

While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fun relationships even when we are physically apart. Our flock of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. Flock Safety is headquartered in Atlanta and operates nationwide. We have raised over $380M in venture capital including a recent Series E round led by Tiger Global.  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.

Additional Information

• How To Succeed at Flock Video 
• Flock’s Series E Announcement 
• How We Stop Crime and Protect Privacy 
• Flock’s Framework 
• Ethics Center

The Role

Flock Safety is looking for an experienced Enterprise Customer Success Manager to deliver value and an exceptional experience to our largest and most strategic customers. Our Commercial Success Team will work as a trusted advisor to the largest commercial enterprises in the country. This is a fully remote position, with expectations that this individual will travel to visit their customers in person when necessary. 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.

How you'll make an impact: 

• Strategically partner and deliver value to 30-40 of our largest and most influential customers

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

• Ensure early product understanding and customer adoption via 1:1 trainings, optimization calls, and consulting on best practices

• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty 

• Collaborate effectively through feedback and ideas to ensure growth and efficiency of the overall customer journey for Commercial customers

• Strong ability to build relationships and trust with internal department stakeholders and external decision makers

• 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 amongst franchises and parallel commercial verticals through 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

• Ability to craft internal and customer-facing assets

We're looking for people who:

• 4+ years experience in a customer success or account management role (prior Enterprise or Major 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

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

• Ability to make deci