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 Safety is looking for a Manager of Customer Success to lead and coach a team of CSMs to deliver value and an exceptional experience to our law enforcement customers. 

This is a fully remote position, with expectations that this individual will travel on site to customers and their team as necessary. This role will require exemplary leadership skills, the ability to manage multiple projects at once, critical thinking, start-to-finish ownership, a passion for building strong relationships, a desire to coach CSMs, and effective communication throughout every interaction.

The Skillset 

• 3+ years experience leading customer facing teams (preferably customer success in a SaaS environment)

• 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

• Can deliver honest and productive feedback to individuals on their team

• 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

• Experience using Gainsight or another CS platform preferred

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 Manager, Customer Success at Flock Safety. 

The First 30 Days

• Get to know the product

• Build relationships and trust with your team (8-12 CSM)

• Attend CSM Calls, dive into Gainsight, review OKRs and meet with all direct reports

• Deepen your understanding of the sales process and our customers by listening to call recordings across the buyer's journey in each segment

• By the end of the 30 days,  start a meeting operating rhythm with your team and cross-functional partners (1-1s, team meetings, other).

The First 60 Days 

• Continue getting to know the customer 

• Create a coaching frame work 

• Establish a project plan